Consumer Duty Champion: how to lead from the front

This webinar was hosted in conjunction with:




As the appointed Consumer Duty Champion, you’re not interested in taking a tick-box approach to Consumer Duty implementation. Instead, you’re looking for the assurance that your firm’s culture, business lines, staff performance and treatment of customers are aligned to achieving good customer outcomes.

How do you make this happen?

In this free 60-minute webinar, we reveal what steps Consumer Duty Champions are undertaking to tackle the practical challenges that ensure ‘Day Two’ activities are not just talked about – but are executed.

Key discussion points include:

  • The FCA requirements for the Consumer Duty Champion.
  • How the Consumer Duty Champion can ensure that the principles of Consumer Duty are embedded across the firm’s culture, strategy and business objectives.
  • What MI should the firm’s Board/senior management consider and assess to satisfy themselves that customers are getting good outcomes.
  • How to empower the firm’s Board/senior management to constructively challenge all aspects of the firm’s practices and processes.


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Webinar Panel

Michael Lawrence
Principal Consultant | Bovill

Michael joined Bovill as a Principal Consultant in their Wealth team following 16 years at the FCA, most recently as a Technical Specialist in Consumer Investments supervision. During his time at the FCA, Michael designed, led and delivered over a dozen thematic reviews; oversaw a number of sector/firm mitigation and redress strategies; inputted to a range of key policy initiatives, and helped develop the regulatory strategies for the financial advice and Consumer Investment sectors. Michael is also chair of the Consumer Duty Alliance’s Consumer Duty Champions’ Forum, bringing together individuals and firms to share expertise and insight as they implement the FCA’s requirements.

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Adrian Harvey
CEO | Elephants Don’t Forget

Adrian spent the first decade of his career working in corporate banking and lending with ABN AMRO, GE Capital & BNP Paribas. He joined the energy sector to bring commercial expertise to the privatisation of British Gas and spent ten years in the sector. He was Managing Director of the largest residential business of British Gas and Managing Director of Eon’s property services and renewable energy business.

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