Consumer Duty – Learning Lessons from Consumer Interactions and Feedback – Postponed

In July, the FCA confirmed their plans to introduce a new Consumer Duty that will set higher and clearer standards of consumer protection across financial services and require firms to put their customers’ needs first.

The FCA regards the Consumer Duty as a shift to an outcomes-focused approach that will provide an opportunity for greater competition, growth, and innovation amongst regulated firms. Whilst the initial implementation deadlines are not until July 23 & July 24 (depending on firm type) as this is such an all-encompassing regulatory change programme, the regulator expects firms to be actively working their implementation plans which should have been signed off by each firm’s board by the 31^st October 2022.

This regulatory initiative is one of the most sweeping change programmes in more than a decade and as such the move to “outcomes focussed” regulation will be a challenging concept for many to grasp.

We are taking this opportunity to invite Caroline Wells and Sarah Lawrence from Quibble the specialist complaints, consultancy and training firm to join us to share insights from their work on Consumer Duty.   Most specifically we will be focusing in on the areas of consumer redress, vulnerable customers and using feedback to help drive through communication and process improvements within firms.

We look forward to welcoming you for an interactive 90-minute session discussing and debating how you can use the in-coming Consumer Duty to help drive positive improvement in your business.