Insights

Rob Sargent

Financial Services Regulatory Senior Manager

03 July 2023

Consumer Duty: how do we bring everyone on the journey?

In the fourth blog in our series on Consumer Duty, Rob Sargent, Financial Services Regulatory Senior Manager, this time focuses on the importance of engaging staff. This requires firms to bring staff along as part of the Consumer Duty journey, if businesses are to deliver fair value and good outcomes for customers. Technical training for staff will help, but staff must embody the culture of the organisation and spirit of the consumer duty in order to avoid poor customer outcomes.

Rob Sargent

Financial Services Regulatory Senior Manager

26 June 2023

Consumer Duty: Product Design and Governance

In the previous blog in our Consumer Duty series, we looked at good Management Information and Governance. Here, we focus on the importance of financial objectives and of clearly demonstrating that your product has been designed with your customer’s best interests at its heart, and then carrying out regular reviews of the design to ensure that the product continues to meet their needs and continues delivering good customer outcomes.

Rob Sargent

Financial Services Regulatory Senior Manager

14 June 2023

Consumer Duty: Governance and Management Information

Previously, in the first of our Consumer Duty blog series, we set out what matters and what you need to know. Here, we explain the importance of good Management Information (MI) and governance in allowing firms to be able to effectively monitor positive customer outcomes.

Rob Sargent

Financial Services Regulatory Senior Manager

06 June 2023

Consumer Duty: what matters and what do I need to know?

There is no doubt that the New Consumer Duty (NCD) reflects a seismic change in the way firms will operate, think, and act. This is the first in a series of blogs from Rob Sargent, Financial Services Regulatory Senior Manager, looking at New Consumer Duty. In this first piece he sets the scene and offers what will be a reminder to most, the key purpose of Consumer Duty and what businesses should expect.

Darren Mascarenhas

Financial Services Director

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26 April 2023

‘You would never break the chain’

Consumer Duty sets clearer standards to protect consumers, offer clearer communication, provide products/services that meet their needs and gives better support when they need it. Darren Mascarenhas, Financial Services Consulting Director, discusses this in more detail and highlights the focus it places on the end-to-end customer value chain.

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