Outside in not inside out – evidencing good consumer outcomes (30 minute video)

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Under the new consumer duty regulations firms will have to demonstrate, through evidence, how they deliver good consumer outcomes. The move to a more data led approach has resulted in companies seeking ways to demonstrate this requirement for the board to review through an annual report which will be challenged by the consumer duty champion. In their quest there is a danger that too much focus is on an inside out approach. Quite simply the firm gathers data using their language, style, content and  methodology as evidence of delivering good consumer outcomes. The consumer is involved in this process but…

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I provide consultancy and support to UK based financial services companies helping them to design and implement practices that develop their people, achieve their business goals and comply with the needs of the regulators. I specialise in T&C, competence assessment and conduct which may be of particular interest to companies as they address the requirements of the Certification Regime and Code of Conduct requirements. My specialities include: Knowing you have a business to run Valuing your people as your greatest asset Keeping things simple, practical and relevant Engaging the business to promote ownership Ensuring Compliance is a natural by product of doing things well

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