Programme: The Consumer Duty – Impact across the customer journey

The Consumer Duty – Impact across the customer journey
27 January 2022
10am to 12.30pm

Speakers

Nikki Worden, Partner, Osborne Clarke

James Turner, Associate Director, Osborne Clarke

 

10.00 Welcome
Fiona Hoyle, Director of Consumer and Mortgage Finance & Inclusion



10.05 Overview

  • Overarching framework
  • Scope & implementation
  • Interplay with existing rules
  • Application across the business
  • Outcomes

10.20 Pre-Application

  • Product development
  • Price & value
  • Customer understanding
  • Success measures

  

10.50 Application Stage

  • Customer information and disclosure
  • Application process & sludge
  • Customers’ financial objectives
  • Impact on brokers & intermediaries
  • Success measures


11.10 Comfort Break


11.20 During an agreement

  • Consumer support
  • New & existing products
  • Operational resilience
  • Success measures


11.35 Additional Support

  • Impact on complaint handling
  • Customers in financial difficulty
  • Vulnerable customers
  • Success measures

 

12.00 Q&A

 

 12.30 Workshop closes

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