Customer Understanding: From Obligation to Opportunity
Plain Numbers
46:08
Consumer Duty opened a door. Are firms walking through it?
Free to attend | 45 minutes | Live panel + Q&A
Consumer Duty isn't just a compliance obligation, it's permission to communicate in ways that genuinely work for customers. This session brings together the FCA and two major firms to talk about what actually happens when organisations seize that opportunity in practice.
Hear directly from the FCA
Stephanie Chapman from the FCA will set out what good customer understanding looks like right now: where the bar is, how it's being assessed, and what firms getting ahead of it are doing differently. This is a rare opportunity to hear it straight from the regulator.
The questions we'll put to the panel
- Consumer Duty gave firms permission to do things differently. Are firms actually using that permission, and what does seizing the opportunity look like in your organisation?
- What's changed for customers when firms get this right, particularly for those who struggle most with numerical information?
- What's your single most practical piece of advice for a firm that hasn't yet walked through that door, but wants to get customer understanding right?
Confirmed panellists
- Stephanie Chapman, FCA
- Laura Mead, Comms Standard Manager, Nationwide
- Amy Ely, Head of Customer Vulnerability, Admiral
Who this is for
*Compliance *- hear directly from the FCA on where the bar is being set and how to get ahead of it.
Vulnerability and Customer Experience - hear from peers inside major firms on what better communication is unlocking for the customers who need it most.
Customer Communications and Marketing - see how leading firms are using Consumer Duty as a springboard to do things differently.
Register - it's free
This is a live, unscripted panel discussion. Bring your questions, there will be time for Q&A.
Speakers
Ben Perkins
Director of Partnerships & Services @ Plain Numbers
I am passionate about helping organisations unlock better ways to communicate numbers to their customers. Day-to-day this involves having responsibility for the delivery of our partnership services, including our training, community events and certification.
Laura Mead
Comms Standards Manager | Group Customer & Communications @ Nationwide
Laura is the Standards Manager for Legal, Regulatory & Mandatory communications at Nationwide Building Society. She leads training and engagement for colleagues who manage, brief, craft and approve those comms. Passionate about customer outcomes, she supports and equips colleagues to meet Nationwide’s high standards and deliver clear, fair communications.
Steph Chapman
Manager - Consumer Duty Delivery @ The Financial Conduct Authority
Steph manages the Consumer Duty Delivery team at the FCA, which is responsible for championing and embedding the Consumer Duty to enable better outcomes for consumers. She has worked at the FCA for over nine years in a variety of roles from Policy to Supervision, Risk & Compliance and Authorisations. Prior to joining the FCA, Steph worked in legal services, and before that at the Financial Ombudsman Service, leading on implementation of the Alternative Dispute Resolution regulations.
Amy Ely
Head of Customer Vulnerability @ Admiral
Together with my dedicated team, I’m focused on making sure that, at all levels, our business considers and supports our customers, especially those who need us most.
We provide advice and guidance to teams across Admiral, both in relation to vulnerability and customer understanding. We’re committed to improving journeys, accessibility, and outcomes for all our customers.
Customer Understanding: From Obligation to Opportunity
46:08