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7 February 2024
London
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7 February 2024
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 * Feb 7

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CONSUMER DUTY WEDNESDAY, 7 FEBRUARY 2024 - GMT (GREENWICH MEAN TIME)

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CONSUMER DUTY WEDNESDAY, 7 FEBRUARY 2024 - GMT (GREENWICH MEAN TIME)

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Networking
Panel Discussion
Presentation

08:30 - 09:0030 mins
Registration & networking

09:00 - 09:1010 mins
Chair's Welcome
 * Hasintha Gunawickrema - Chief Control Officer, Wealth & Personal Banking,
   HSBC

09:10 - 09:5545 mins
Unpacking what is meant by ‘good outcomes’ and how to evidence this
 * Matt Gardiner - Head of Conduct Risk Monitoring, Legal & General
 * Roddy Lamond - Head of Consumer Duty, Natwest Group
 * Iestyn Evans - Group Head of Compliance, Novuna
 * John Hammersley - TBC, Santander
 * Chris Fitch - Research Fellow/Vulnerability Lead, University of Bristol/Money
   Advice Trust

09:55 - 10:3035 mins
FOS Keynote Address – Dealing with complaints handling expectations
 * Lauren Long - Ombudsman Leader, Financial Ombudsman Service

10:30 - 10:5020 mins
Morning Networking Break

10:50 - 11:3040 mins
FCA Keynote Address

11:30 - 12:1545 mins
Understanding what counts as ‘Fair Value’ and how firms can deliver this
 * James Daley - Managing Director, Fairer Finance
 * Naveed Asif - Head of Policy and Advice, Consumer Credit Trade Association
 * Will Curtis - UKGI Head of Risk & Compliance, Ecclesiastical Insurance
 * Alexandra Chesterfield - Head of Behavioural Risk, NatWest

12:15 - 12:4530 mins
How organisations can best use and share data to meet regulatory standards
 * Thomas Wallace - Chief Risk Officer, Revolut

12:45 - 13:4560 mins
Lunch & Networking

13:45 - 14:2540 mins
Preparing for the crossover between consumer duty and data regulation
 * Martyn Hopper - Partner, UK Head of Financial Regulation Group, Linklaters

14:25 - 15:1045 mins
Exploring the post-implementation impact of the duty: The impending shift in an
organisation’s culture
 * Jamie Jenkins - Director of Policy & External Affairs, Royal London
 * Roger Miles - Faculty Lead, Conduct & Culture Academy, UK Finance
 * Deborah Matheson - Senior Manager Conduct & Operational Risk, Yorkshire
   Building Society
 * Hasintha Gunawickrema - Chief Control Officer, Wealth & Personal Banking,
   HSBC

15:10 - 15:3020 mins
Afternoon Networking Break

15:30 - 16:1545 mins
Adapting and testing your communications to meet the needs of customers with
characteristics of vulnerability
 * Carlos Thibaut - Chair, Society of Mortgage Professionals
 * Felix Bottomley - Head of Advisory Compliance & Regulatory Development, Aviva
   Investors
 * Chris Breakwell - Chief Risk Officer, Irwell Insurance
 * Ed Marks - Head of Group Customer Outcomes, AA

16:15 - 16:5540 mins
Setting appropriate communication standards between distributors and
manufacturers to smooth feedback inefficiencies
 * Siobhain Cox - Director, Compliance Advisory, BlackRock
 * Laura Skaanild - Senior Vice President, Lockton Companies LLP

16:55 - 17:0510 mins
Chair's Closing Remarks
 * Hasintha Gunawickrema - Chief Control Officer, Wealth & Personal Banking,
   HSBC


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 * Feb 7Consumer Duty


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