Conduct and consumer protection in financial services

Following the financial crisis, doing the right thing for customers and clients has become a critically-important objective of regulators in many jurisdictions. To achieve this, firms are addressing their customer strategies, culture and conduct risk appetite together.

Whilst intuitively the link between customer, culture and conduct is clear, in practice responsibilities may sit in different parts of a business which are working to very different objectives.

Firms which can demonstrate that their people put the interests of customers at the heart of their decision making processes – and are rewarded for doing the right thing – will be in a stronger position to rebuild trust with customers, investors and regulators.