The global pandemic has brought the importance of good conduct and fair customer outcomes firmly into the spotlight. Whilst this principle is clear, how to interpret it effectively across different sectors, customer service arrangements and delivery models can be challenging. Businesses have also had to rapidly adapt to the broad and growing range of guidance
FCA updates statement on firms’ complaint handling
On 20 October 2020, the FCA updated its webpage concerning firm handling of complaints during the COVID-19 pandemic. The FCA has provided updated information on payment protection insurance (PPI) complaints and reinforces its messaging about the importance of continuing to comply with complaint handling requirements. In particular, claims management companies are reminded of
Download now | Global operational resilience and COVID-19 survey report
Financial institutions have had to deal with two challenges in the face of the COVID-19 pandemic. The first challenge is financial – how to address and mitigate the sharp drop in the value of financial assets or loss of liquidity. The second challenge is operational – how to address the risk of failure of resources
October 40 Minute Briefing recording – Learning lessons: Proactive governance in the autumn
The recording from the October 40 Minute Briefing, Learning lessons: Proactive governance in the autumn, is now available here.
In the October edition of the webinar we focussed on “lessons learned” reviews, examining how such reviews can be successfully conducted so that they are valuable exercises. The webinar also considered skilled persons reviews, focussing
Webinar | Challenges facing retail banks – 21 October
For the next in our series of webinars where we explore topics where regulatory and insolvency issues meet, we will be joined by members of Grant Thornton’s restructuring and insolvency team to provide an update on the challenges currently facing retail banks, who have been at the forefront of the regulatory response to COVID-19. The
Webinar | Challenges facing retail banks – 21 October
For the next in our series of webinars where we explore topics where regulatory and insolvency issues meet, we will be joined by members of Grant Thornton’s restructuring and insolvency team to provide an update on the challenges currently facing retail banks, who have been at the forefront of the regulatory response to COVID-19. The
The Sustainable Finance Regulation Video Series
Volume 2: key risk and governance considerations
Over the next few months, Norton Rose Fulbright’s financial services conduct team will be releasing a series of videos focussing on sustainable finance regulation issues affecting financial services firms. In volume 2 of the series, John Coley discusses the key risk and governance issues emerging in
Hot topics in risk and regulation: Consumer vulnerability in retail finance services
In this new video series, our Risk Consulting team provide their insights on hot topics in the world of risk and regulation.
In the first video John Coley and Iain Hawthorn discuss consumer vulnerability in retail financial services, a topic which has been brought into even sharper focus with the onset of the COVID-19 pandemic.
Directors’ duties in regulated firms
For the latest webinar exploring topics where regulatory and insolvency issues meet, we were joined by members of KPMG’s restructuring group to provide an update on the impact of COVID on directors’ duties in regulated firms. Topics included:
- Companies Act and common law and equitable duties versus duties under the senior managers and certification regime
Risk Consulting Hot Topic Series: Retail conduct and Fair Customer Treatment
The COVID-19 pandemic has impacted the lives of every individual across the country and brought the fair treatment of customers into even sharper focus. As the virus began to unfold, the regulator took swift action to publish various guidance outlining its expectations as to how firms should treat customers who are impacted by it to