Solving the practical challenges of Consumer Duty

Understanding the impact across your digital channels of this groundbreaking new piece of regulation.

About the event

The FCA’s new Consumer Duty represents a significant challenge for many firms with the regulations driving a step change towards a customer first approach for financial services firms in the UK. Managing the internal transformation required to comply is challenging, and exploring the benefits of digital tools will prove crucial to a successful implementation.

 This webinar answered the following critical questions:

  • Why and how is the new Consumer Duty different from what has been done before?
  • What evidence does the FCA expect to see to prove that outcomes are being met?
  • What challenges does the modern customer journey pose for firms trying to monitor good outcomes?
  • How can firms leverage novel technologies to ensure good outcomes across their digital channels?

This event was in partnership with

Speakers at the webinar

Amanda Hulme

Financial Regulation Lawyer, & Partner, Addleshaw Goddard

Andrew Stacy

Digital Conduct and Risk Compliance Director, Glassbox

Mick McAteer

Director, The Financial Inclusion Centre

Watch the fireside chat with Mick McAteer

Mick McAteer is a campaigner for economic and social justice with long experience of representing consumers at UK and EU level with a focus on financial markets and public policy. He is founder and co-Director of The Financial Inclusion Centre, a UK not-for-profit policy and research group

Watch the full replay of the event

Glassbox is an Israel based software company that started life as a compliance solution and has evolved into CX providing session-replay web analytics software and services to across the financial services, retail, travel, telcos and utilities – including 6 of the top 10 US banks.

When the FCA published their final guidance on the Consumer Duty in July of this year, the regulator stated that it will “fundamentally improve how firms serve consumers”. Can you tell us more about why the FCA has introduced the new Consumer Duty and why it is needed?