FCA Consumer Duty Summit 2021 | City and Financial Global | 18 November 2021 | Virtual Event

The proposed reforms come against a backdrop of enhanced obligations to consumers following the pandemic. This includes the FCA’s increased focus on firms’ duties to vulnerable customers and a commitment to improve financial inclusion. The summit will address how firms can ensure fair treatment of consumers including ensuring that financial promotions are clear and unambiguous; implementing effective complaints procedures; and the role of the Financial Ombudsman Service.

The FCA has also proposed the possible introduction of a private right of action for consumers against firms who fail to comply with their duties. This is in addition to the possibility of enforcement action by the FCA itself against firms found to be in breach of their duties. The summit will bring together regulators and financial services firms to share insights into how to ensure you deliver fair outcomes for consumers and avoid costly litigation or enforcement action.

Topics to be covered 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

Who should attend?
• Senior managers and heads of compliance, legal, consumer lending, retail banking, customer complaints, retail regulatory risk, regulatory strategy, retail conduct risk, compliance training, learning and development.
• From: All financial institutions, particularly banks, building societies, mortgage lenders, card issuers and providers, leasing companies and short-term loan companies
• Lawyers, regulators, debt charities, NGOs and Government bodies will also benefit.

2021 Speakers

Hector Sants
Chair, Money and Pensions Service

Chris Pond
Chair, Financial Inclusion Commission

Wanda Goldwag
Chair, Financial Services Consumer Panel

Caroline Rainbird
Chief Executive, Financial Services Compensation Scheme

Christopher Woolard CBE
Partner, EY

Iestyn Evans
Group Head of Compliance, Hitachi Capital (UK)

Will Kerr
Head of Conduct and Business Controls, Retail, NatWest

Christine Allison
Chair, Financial Inclusion Fellow, SWIG Finance, CSFI

Elisabeth Bremner
Partner, CMS

Frank Brown
Practice Lead, Head of Risk and Transformation, Bovill

Heather Buchanan
Executive Director, Policy and Strategy, APPG, Fair Business Banking

David Dalton-Brown
Chief Executive Officer, The Investing and Saving Alliance

Tim Fassam
Director of Government Relations and Policy, PIMFA

Chris Fitch
Research Fellow, Personal Financial Research Centre, University of Bristol and Vulnerability Lead, Money Advice Trust

Chris Leslie
Chief Executive, Credit Services Association

Jason Wassell
Chief Executive, Consumer Credit Trade Association

Tony Katz
Partner, DLA Piper

Sushil Kuner
Principal Associate, UK Financial Services Regulation, Gowling WLG

Ian Mason
Partner, Head of UK Financial Services Regulation, Gowling WLG

Kyle Richards
Head of Legal, 118 118 Money

Mathew Rutter
Partner, Financial Institutions Group, DAC Beachcroft

2021 Supporters

• ACI
• APCC
• Consumer Credit Trade Association
• Chartered Bank
• CSA
• ICLG.com
• PIMFA
• The Broker Club