By Andrew Phillips, Managing Director, V12 Retail Finance
The opening months of 2026 unfolded against a backdrop of steady, selective retail activity. Rather than being driven by rapid acceleration, momentum across the sector has increasingly reflected customer intent.
Consumers continue to spend carefully, retailers remain focused on conversion and value, and finance is now widely viewed as an integral part of the customer journey rather than a discretionary add‑on.
Q1 2026 has provided a clear picture of how these themes are playing out in practice and how retail finance continues to support both retailers and customers in an environment defined by considered decision‑making.
A quarter defined by certainty over speed
One of the most noticeable shifts emerging at the start of 2026 has been a growing emphasis on certainty. Across retail, customers are showing a stronger preference for upfront clarity, predictable outcomes and support when making higher‑value purchasing decisions.
In response, retailers are placing increased value on payment options that help customers commit with confidence at the point of sale. Our data indicates that point‑of‑sale finance continues to play a practical role in supporting this need, particularly in sectors where spreading the cost remains central to affordability and conversion.
During Q1, V12 Retail Finance maintained a strong focus on customer journeys, with particular emphasis on accessibility, clarity and consistency. This included continued attention on clear application flows, transparent outcomes and reliable customer communication, all designed to support confident decision‑making at the point of purchase.
Customer feedback as a live indicator
The role of customer feedback as a real‑time indicator of experience continues to grow across retail finance. By the end of Q1 2026, V12 Retail Finance was displaying more than 39,000 verified customer reviews, with an overall Excellent rating shown across customer channels.
In March, V12 Retail Finance, alongside Secure Trust Bank, received the Feefo Platinum Trusted Service Award, marking the sixth consecutive year the award has been achieved. The award is based entirely on verified customer feedback, offering independent reassurance on service standards.
In a climate where scrutiny of customer outcomes remains high, consistent feedback provides a valuable perspective on how finance is experienced at the point of purchase and beyond. While customer feedback alone does not define performance, its scale and consistency offer meaningful insight and reinforce the importance of maintaining visible, verifiable reassurance for both retailers and customers.
Supporting retailers as expectations evolve
Q1 continued a longer‑running shift in how retailers view finance partners. Rather than focusing solely on product availability, retailers are increasingly looking for partners who can support them through regulatory complexity, operational pressure and evolving customer expectations.
Throughout the quarter, V12 Retail Finance continued to work closely with retail partners across sectors, supporting Consumer Duty alignment, providing clarity around finance communications, and ensuring systems and processes remained appropriate within a changing environment.
The emphasis during Q1 was not on introducing new mechanics, but on reinforcing consistency, reliability and support at a time when retailers continue to balance cost pressures with customer demand.
The upcoming transition from Buy Now Pay Later (BNPL) to Deferred Payment Credit (DPC) in July has also created an opportunity to engage with retail partners, address questions and help prepare for the change.
Building from a stable foundation
Q1 2026 was not characterised by dramatic shifts, but by the steady reinforcement of principles that have become increasingly important across retail finance: clarity, consistency and accountability.
Within the Secure Trust Bank Group, Retail Finance remains a core component of the consumer finance portfolio, supported by continued investment in service delivery, governance and digital capability. As the year progresses, these foundations provide a stable base from which to respond to further change as the market evolves.
Looking ahead
The first quarter of 2026 has reinforced that progress in today's retail environment is often measured in reliability rather than speed. Retailers and customers alike continue to value finance solutions that reduce friction, support affordability and enable confident decision‑making.
While financial pressures remain for many households, customer demand for ways to spread the cost of higher‑value purchases continues to shape retail behaviour.
As Q2 begins, the focus remains on operating effectively within these realities, supporting retailers at the point of sale and customers when it matters, while maintaining the standards of service and transparency that have defined recent quarters.