Beyond performance
Beyond performance: A view on why financial services firms must reframe training, competence, and workforce…
Browsing: Consumer Duty
Walking the talk
According to the much-respected biannual UK Customer Satisfaction Index (UKCSI) into national standards of customer…
Why “Reasonable Steps” now means evidencing outcomes at scale
The FCA’s Consumer Duty requires firms to take “reasonable steps” to deliver good outcomes for…
A fresh look at vulnerability
Vulnerability is derived from the Latin word vulnus meaning wound, injury, or emotional hurt. Is…
2026 and beyond: Why T&C leaders are key to defining the future of UK financial services
In 2026, the role of Training & Competence (T&C) managers in UK financial services isn’t…
Learnings from 2025
Did you know that we forget a huge amount of what we learn, and even…
Turning the tide on financial misinformation
Financial misinformation is no longer a fringe annoyance; it is a mainstream risk that increasingly…
Five crucial improvement areas for Consumer Duty compliance in Banking and Insurance
Financial pressure, complex claims and rising customer expectations are reshaping how banks and insurers operate.…
Consumer Duty board report – Ticking boxes fails
I’m writing this article a week before the deadline for the second annual Consumer Duty…
“Trust Me, I’m Compliant”: Why compliance is critical to consumer confidence
In the world of financial advice, trust is everything. It brings clients through the door,…