Webinar

Consumer Duty 12 Months On: what now, what next?

This webinar took place on the 18th July 2024

This webinar was hosted in conjunction with:

Over the past year, the Consumer Duty has driven a significant shift in business culture, prioritising customer experience and outcomes through new practices and behaviours. However, the FCA’s expectations of your firm don’t stop there. In the words of the regulator: “The Duty is not once and done. Firms’ actions, assessments, testing and evidence need to be continuous.”

In this free 60-minute webinar, Adrian Harvey, CEO of Elephants Don’t Forget, is joined by Kate Robinson, Principle at Avyse Partners, Zoe Davies-Beirne, Consultant at Avyse Partners, and Chris Adlard, Consumer Duty Manager at Newbury Building Society, to explore the progress and challenges firms have made and faced since implementing Consumer Duty. Join us for this unmissable session as our expert panel discuss and evaluate the enhancements firms must now prioritise to comply with Consumer Duty moving forward.

Key discussion topics include how your firm can:

Establish what “good” looks like by exploring best practices with real-world examples.
Prepare your responses to FCA questioning of your Consumer Duty Board report.
Demonstrate continuous compliance with the Consumer Duty’s high standards through a robust outcomes monitoring framework across the entire customer journey.
Embed, reinforce and evidence that your firm has the right culture through appropriate communications, staff training and MI.
Find your competitive advantage through Consumer Duty.

Watch the webinar here

Meet our webinar panel

Adrian Harvey

CEO | Elephants Don't Forget

Adrian spent the first decade of his career working in corporate banking and lending with ABN AMRO, GE Capital & BNP Paribas. He joined the energy sector to bring commercial expertise to the privatisation of British Gas and spent ten years in the sector. He was Managing Director of the largest residential business of British Gas and Managing Director of Eon’s property services and renewable energy business.

Kate Robinson

Principle | Avyse Partners

Kate is a Principal at Avyse Partners began her career working in-house. She now has over 18 years’ industry and consulting experience, advising consumer credit firms on their governance and compliance risk controls. Kate brings a very broad and informed perspective to the projects she works on. She has sound knowledge of the requirements placed on firms and is used to working with senior management teams to define and practically apply appropriate arrangements that fit their wide-ranging business models. Kate has great awareness of the changing pace of regulation and practicalities of managing the compliance issues which firms face on a day-to-day basis.

Zoe Davies-Beirne

Consultant | Avyse Partners

Zoe is a Consultant at Avyse Partners with over 11 years’ experience in regulatory risk management across the financial services sector. She has held consulting roles at two of the Big Four consulting firms, EY and Deloitte, where she gained significant experience in advisory and monitoring. Zoe has also held several senior in-house compliance positions at various regulated entities, and she holds extensive experience in a wide range of subject areas including consumer credit, savings, complaints handling, remediation, governance and oversight and Consumer Duty.

Chris Adlard

Consumer Duty Manager | Newbury Building Society

Chris is a multi-award-winning CX, Customer Success and Marketing Leader who is currently working as the Consumer Duty Manager at Newbury Building Society – winners of the ‘Consumer Duty Leadership in Retail Banking' 2024 Award. Prior to this, Chris worked as Senior Director, CX for the FIS Worldpay SMB International Business where he was responsible for driving a positive, end-to-end customer experience across all teams and functions. These teams had a collective aim of delivering sustainable business growth and meeting regulatory demands (including the FCA Consumer Duty Act). He is also co-author of leading business book, The Customer Catalyst.

Consumer Duty 12 Months On: what now, what next?

Key discussion topics include how your firm can:

Watch the webinar here

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Meet our webinar panel

Improve your business with Elephants Don’t Forget today.