CONSUMER DUTY SESSION 2: Is Consumer Understanding the Keys to the Kingdom of Consumer Duty?


Presentation Broadgate

Will well-trodden regulatory project practices to implement the Consumer Duty be sufficient to deliver the paradigm shift expected by the FCA? An alternative and innovative perspective on Consumer Duty, informed by considerations such as behavioural science, diversity, and inclusion.

  • How should an effectively implemented Consumer Duty feel different? For customers and for colleagues?
  • What influences individuals and institutions in making decisions and how do we adjust to respond to this?
  • Will consumer understanding help unlock other expectations under the Consumer Duty?

Addleshaw Goddard
Director of Consumer & Mortgage Finance and Inclusion
Finance & Leasing Association
Head of Legal, Asset & Invoice Finance
Behavioural Science & Applied Psychology Lead
NatWest Group
Head of Underwriting
Novuna Business Finance