Upcoming webinars
Apr
24
Measuring Consumer Duty cultural change
The FCA has repeatedly stated that the Consumer Duty is not a once-and-done exercise. Therefore, firms need to maintain an ongoing cultural focus on the Duty, and even transform their culture to improve the outcomes customers receive.
Mar
20
Customer vulnerability – the role of inclusive design and personalisation
In many ways, communications are where the ‘rubber hits the road’ for vulnerable customers. Even for those who are reasonably literate and numerate, financial services product information can be a challenge – so, for those who are not, it can easily lead to bad outcomes or harms.
Feb
20
Consumer Duty outcome reporting
The FCA’s recent review of board reports identified some key areas for improvement, especially when it comes to outcome reporting. Other reviews this year are likely to reinforce these requirements and highlight other shortcomings.