The FCA Consumer Duty Summit A guide to FCA regulated firms’ obligations to customers

City & Financial Global’s “FCA Consumer Duty Virtual Summit”, 18th November, will be held in response to the FCA's proposal to introduce a new consumer duty for regulated firms that set higher expectations for the standard of care that firms provide to consumers.

For many firms, this will require a significant shift in culture and behaviour, with a consistent focus on consumer outcomes, and putting customers in a position where they can act and make decisions in their own interests.

The summit will bring together regulators and financial services professionals to share insights into how to ensure financial institutions can deliver fair outcomes for consumers while avoiding costly litigation or enforcement action.

Topics that will be covered by our expert panel include:
• The FCA's recent guidance on dealing with vulnerable customers
• How firms can promote financial inclusion
• Ensuring financial promotions to retail customers are clear and unambiguous
• The role of the Financial Ombudsman Service in delivering a fair outcome for consumers
• Handling customer complaints
• Rights of redress under the Financial Services Compensation Scheme
• The new proposed right to bring a private action for breach of the duty
• Enforcement action by the FCA for breach of the duty

Speakers:

• Christopher Woolard CBE, Partner, EY
• Sir Hector Sants, Chair, Money and Pensions Service
• Heather Buchanan, Executive Director, Policy and Strategy, APPG on Fair Business Banking
• Caroline Rainbird, Chief Executive, Financial Services Compensation Scheme
• Will Kerr, Head of Conduct and Business Controls, Retail, NatWest
• Kyle Richards, Head of Legal, 118118 Money
• David Dalton-Brown, Chief Executive Officer, The Investment and Savings Alliance
• Chris Fitch, Research Fellow, Personal Financial Research Centre, University of Bristol and Vulnerability Lead, Money Advice Trust
• Chris Pond, Chair, Financial Inclusion Commission
• Tim Fassam, Director of Government Relations and Policy, PIMFA
• Wanda Goldwag, Chair, Financial Services Consumer Panel
• Iestyn Evans, Group Head of Compliance, Hitachi Capital (UK)
• Tony Katz, Partner, DLA Piper
• Elisabeth Bremner, Partner, CMS
• Christine Allison, Chair SWIG Finance, Financial Inclusion Fellow, CSFI
• Jason Wassell, Chief Executive, Consumer Credit Trade Association
• Frank Brown, Practice Lead, Head of Risk and Transformation, Bovill
• Chris Leslie, Chief Executive, Credit Services Association 
• Ian Mason, Partner, Gowling WLG
• Sushil Kuner, Principal Associate, Gowling WLG
• Mathew Rutter, Partner, DAC Beachcroft