Consumer Duty: first-line reality

Critical considerations around why good outcomes depend on the competence, capability and confidence of the first-line.

In this abridged discussion piece – adapted from the transcript of our recent Consumer Duty webinar with GRR Consulting – Adrian Harvey, CEO at Elephants Don’t Forget, discusses why good outcomes depend on the first-line with Frank Brown, Director at GRR Consulting.

Discussion topics include:

  • The convergence of compliance and operations: aligning the front, middle and back-office to achieve good customer outcomes.
  • Preparing and engaging the First Line of Defence: reviewing the key areas firms are prioritising to support their first-line staff.
  • Embedding and evidencing Consumer Duty: quantitative vs qualitative approaches to assessing and evidencing first-line competence against a principles-based regulation.

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