Insights
Our experts provide their insights on the latest industry developments and share tips on accountancy and business matters.
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.
Rob Sargent
Financial Services Regulatory Senior Manager
14 June 2023
Consumer Duty: Governance and Management InformationPreviously, 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.
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