Watch on-demand webinar

Outcomes Monitoring in a Consumer Duty World

This webinar took place on the 28th November 2023

This webinar was hosted in conjunction with:

Square4 logo

Watch on-demand webinar

Outcomes Monitoring in a Consumer Duty World

This webinar took place on the 28th November 2023

This webinar was hosted in conjunction with:

Square4 logo

Consumer Duty has just got real. Recent pressure exercised by the FCA over a firm's approach to fair value demonstrates the regulator's intent to hold a firm's Boards and Senior Executives accountable for monitoring whether its customers are receiving good outcomes. Being compliant with Principle 6 and the six Treating Customers Fairly (TCF) outcomes is not enough under the Consumer Duty. Firms need to ensure that they have made the cultural shift from measuring policy adherence to monitoring customer outcomes, benchmarking the results against what ‘good’ looks like. 

In this free 60-minute webinar, Adrian Harvey, CEO of Elephants Don't Forget, is joined by Square 4's Principal Consultant, Tracy Auchterlonie, and Senior Consultant, Natalie Baglin, to help you focus on the key steps your firm must take to:

  • Understand the difference between fair treatment and good customer outcomes.

  • Design an outcomes monitoring framework that meets the FCA's expectations.

  • Test, understand and evidence the outcomes that your customers are receiving.

Watch the webinar here: 

Meet our webinar panel

Tracy Auchterlonie
Tracy Auchterlonie 
Principal Consultant | Square 4
 

As a Principal Consultant, Tracy supports firms by bringing a commercial and pragmatic approach to enable fair outcomes to be evidenced across their business and governance operations. With over 20 years in financial services specialising in regulatory risk, compliance assurance and regulated sales, Tracy is an experienced compliance and conduct risk professional. She worked for the UK's largest building society in retail and head office roles before moving to a respected consulting firm. There, she was responsible for delivering a wide range of compliance and risk solutions to firms, including high street banks and building societies, insurance companies and consumer credit firms.

Adrian Harvey
Adrian Harvey
CEO | Elephants Don't Forget
 

Adrian spent the first decade of his career working in corporate banking and lending with ABN AMRO, GE Capital & BNP Paribas. He joined the energy sector to bring commercial expertise to the privatisation of British Gas and spent ten years in the sector. He was Managing Director of the largest residential business of British Gas and Managing Director of Eon’s property services and renewable energy business.

Natalie Baglin
Natalie Baglin
Senior Consultant | Square 4
 

Natalie is a Senior Consultant at Square 4, supporting advisory engagements across the retail financial services spectrum on a range of governance, risk and compliance-related issues. This includes complex regulatory change programmes such as Consumer Duty, SM&CR and vulnerable customers. Natalie holds several risk and compliance qualifications, including CeMAP.


Proud to support brands including:

Danske Bank
Aviva
LV
BNP Paribas
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