Programme: Treating Customers Fairly


Registration 9.30 – Start 10.00 – Finish 17.00

Welcome, introductions and personal objectives

FCA Supervision of the Consumer Credit Market

  • Twin Peaks regulation – what is it and how does it operate
  • Strategic & Operational objectives of the FCA and how this impacts firms
  • FCA Principles for business and what this means to firms
  • TCF – An evolution


FCA – How they currently approach supervision of firms and markets

  • Current supervisory climate
  • Risk based supervision
  • Fixed and Flexible Portfolio Supervision
  • Supervision portfolios in the Consumer Credit Market

Treating Customers Fairly – Layers of regulation that align?

  • Principles for Business
  • Tier 1 & 2 Conduct Rules
  • The 6 expected Consumer Outcomes
  • Senior Managers Regime – How does this impact TCF?


What is Culture

  • What is culture
  • What are the levers of culture and how might they be used
  • Good Culture/Bad Culture – typical indicators
  • How culture is embedded and sustained
  • The link between culture and Treating Customers Fairly


Governance and Oversight of your TCF initiative

  • What might you measure your success on
  • What data might you use to consider the measurements
  • What regulatory expectations exist around MI on the 6 consumer outcomes
  • What might good look like


Summary and conclusions

Become a member

What are the benefits of becoming an FLA Member?