Outcomes
To understand how the new Consumer Duty regulations affects your approach to T&C
To know why culture plays such an important role and why T&C is affected
To describe a good consumer outcome
To understand the relationship between good consumer outcomes and competence
To be able to define the standards expected of a competent person
To assess the impact of T&C on people not engaged in Appendix 1 activities
To identify the impact of consumer biases on your customers and how you should respond
To know the critical skills to help put your customers in a place to make informed decisions
To understand how all these changes impact upon your Fit and Proper assessments
To establish the link between T&C management information and board reporting
To know what outside in means and the important role it plays
To understand the role of customer coaching in evidencing good consumer outcomes
To describe how all these aspects affect day to day supervision
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