This large-scale programme for Which? was designed to develop a deep understanding of consumers’ behaviour and needs when they interact with ‘everyday’ retail banking and payment services. Our research also looked to the future by exploring how consumers might respond to changes in provision, including areas where they could become more vulnerable or be at greater risk of harm. We designed a mixed qualitative and deliberative approach to answer these questions and this was conducted over multiple research stages and in 4 locations across Britain. In total, we engaged with almost 120 people during the course of this research. Our report has now been published and the insights are being used to shape Which?’s policy development and campaigning in this area.