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