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Across all regulated industries firms are grappling with the issue of handling vulnerable customers. Regulators now want to see firms explicitly embed the fair treatment of vulnerable consumers into their culture. Critical to achieving this, the regulator believes, is how a firm understands the needs of vulnerable consumers, develops the skills and capability of staff, takes practical action, and undertakes monitoring and evaluation.
In this podcast, Adrian Harvey, CEO of elephants don’t forget discusses with Caroline Wells - a Commissioner on Energy UK’s Commission for Customers in Vulnerable Circumstances and the former Head of Consumer Insight at The Financial Ombudsman Service - on how regulated firms can respond to the rising expectations of the regulator by improving the vulnerable customers knowledge and competency of staff in the first line.
You will often now find an FCA enforcer ‘walking the floor’ in a regulated financial firm, randomly asking front-line staff about their understanding of how Conduct and Culture rules play out in their day-to-day work.
Adrian Harvey, CEO of Elephants don't Forget sat down with Dr. Roger Miles, co-founder of The UK Finance Conduct and Culture Academy to discuss the regulators increasing focus on bias and how regulated firms can practically address the bias affect through the use of AI.
The time when the focus of the Compliance function was solely to assess, monitor and report compliance with relevant rules and regulations has passed. But what of the future?
Adrian Harvey, CEO of Elephants Don't Forget, discusses with former Head of Compliance and co-founder of the UK Finance Conduct and Culture Academy, Patrick Butler, about turning your compliance activities into a competitive advantage.
For our first webinar to discuss 'Are you ready for a regulatory visit?' we were delighted to be joined by ex FCA regulator #LucyMcClements whose key take away for regulated firms was simple, get your people prepared!