41:I[185,["/_next/static/chunks/3xnt26d00_zk-.js","/_next/static/chunks/1s-yni1uf2lwd.js","/_next/static/chunks/42spz6paskvb6.js","/_next/static/chunks/06x30xgfe6iur.js","/_next/static/chunks/3b4qrzgkt_l12.js","/_next/static/chunks/15lgs8s22dk5l.js"],"SendEmailButton"] 43:I[63625,["/_next/static/chunks/3xnt26d00_zk-.js","/_next/static/chunks/1s-yni1uf2lwd.js","/_next/static/chunks/42spz6paskvb6.js","/_next/static/chunks/06x30xgfe6iur.js","/_next/static/chunks/3b4qrzgkt_l12.js","/_next/static/chunks/15lgs8s22dk5l.js"],"AddToLibraryButton"] 44:I[29721,["/_next/static/chunks/3xnt26d00_zk-.js","/_next/static/chunks/1s-yni1uf2lwd.js","/_next/static/chunks/42spz6paskvb6.js","/_next/static/chunks/06x30xgfe6iur.js","/_next/static/chunks/3b4qrzgkt_l12.js","/_next/static/chunks/15lgs8s22dk5l.js"],"ShareButton"] 45:I[58016,["/_next/static/chunks/3xnt26d00_zk-.js","/_next/static/chunks/1s-yni1uf2lwd.js","/_next/static/chunks/42spz6paskvb6.js","/_next/static/chunks/06x30xgfe6iur.js","/_next/static/chunks/3b4qrzgkt_l12.js","/_next/static/chunks/15lgs8s22dk5l.js"],"ProcessEpisodeButton"] 46:I[45269,["/_next/static/chunks/3xnt26d00_zk-.js","/_next/static/chunks/1s-yni1uf2lwd.js","/_next/static/chunks/42spz6paskvb6.js","/_next/static/chunks/06x30xgfe6iur.js","/_next/static/chunks/3b4qrzgkt_l12.js","/_next/static/chunks/15lgs8s22dk5l.js"],"SignupCTA"] 39:["$","time",null,{"dateTime":"2026-07-24T05:00:00.000Z","children":"July 24, 2026"}] 3a:["$","span",null,{"aria-hidden":true,"children":"·"}] 3b:["$","span",null,{"children":"00:50:02"}] 42:T4b6,

Four weeks into the trust reset and three episodes into the Consumer Duty teardown series, Amelia, Paul, Pat and Russ turn to what's arguably the biggest financial decision most people ever make: getting a mortgage.

Using their scanning tool, UX Duty, the team reviewed the online journeys of a top-tier broker, a mid-tier broker and a smaller, consultant-branded challenger, scoring 125 findings across the three firms and, for the first time in the series, a "medium risk" rating for one of them.

Chapters

00:00 Introduction and episode overview

06:57 An overview of the findings from the mortgage brokers

11:02 Fee disclosure issues

21:21 How much fee disclosure is reasonable?

23:31 Firm A drops a GDPR clanger

29:19 No FCA registration details displayed

32:02 Back to accessibility flaws across FS websites

36:54 Missing accessibility statements

39:11 A project building an accessibility plugin with a major tech firm

43:40 User testing and inclusive design for accessibility

47:21 Jargon busters: Understanding industry terms

48:06 Upcoming topics: protection insurance and final thoughts