Insights
Our experts provide their insights on the latest industry developments and share tips on accountancy and business matters.
Simon Cavell
Director and Head of Consulting
21 November 2023
Consumer Duty: a matter of trustIn a speech by Nisha Arora (Director of Cross Cutting Policy and Strategy, FCA) on 1 November, the most illuminating comments related to what firms can expect from the regulator. Amongst references to Consumer Duty being a golden thread and how they would use this to intervene early, the FCA are clearly expecting the Duty to improve customer confidence and trust.
31 July 2023
Consumer Duty ConsiderationsHaving passed the initial 31 July deadline for Consumer Duty, there are a number of questions that organisations should be asking themselves as they consider how they deliver and evidence good customer outcomes in the year ahead.
Rob Sargent
Financial Services Regulatory Senior Manager
11 July 2023
Consumer Duty: getting the culture rightThe Consumer Duty aims to change the way firms view their role in society and, in return, are viewed by society. In the final blog of his Consumer Duty series, Rob Sargent, Financial Services Regulatory Senior Manager, discusses why senior business leaders must champion and empower individuals in their firms to think and act in the best interest of the customer.
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 GovernanceIn 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.
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