Understanding & managing vulnerable customers

Originally delivered in 2024, we are running an updated version of this staff-level session due to member demand. It will include insights into the FCA’s review of treatment of customers in vulnerable circumstances.

This online event will help frontline staff enhance their knowledge and skills by providing a deeper dive into characteristics of vulnerability and their impacts. We will also consider findings from the FCA’s Vulnerability Review and guidance on good and poor practices. Lastly, we will explore how vulnerability links into Culture, Conduct and Consumer Duty.

Motor finance

Our cycle of quarterly roundtables address key matters that affect our motor finance members and the wider market.

Registration for our first 2026 roundtable is now open, where we will discuss recent developments. We are also pleased to welcome Equifax to this session.

Whilst we await the final policy statement on the redress scheme, we will cover: updates on CCTA work, the FCA’s recent Dear CEO letter, member focus arears pre-final scheme rules and the issue of data gaps (presented by Equifax).

Complaints handling and new reporting process

Consumer complaints are an important focus for both financial services businesses and regulators. Handling consumer complaints effectively is crucial for firms to address consumer concerns, meet regulatory expectations and protect their reputation.

To help firms, this session will cover: complaint handling basics, understanding FCA and FOS expectations, strategic trends and insights. We will also provide practical guidance on the new complaints recording and reporting process which comes into effect from 1 January 2027.

Catalyst

Catalyst will focus on the growing use of artificial intelligence in financial services, alongside key issues such as data security and emerging technologies. These topics will be of critical importance to firms operating across the financial services sector, particularly as technological innovation continues to accelerate and reshape business models and regulatory expectations.

Attendees will hear from a range of expert speakers and panellists, with ample opportunity for discussion and networking. The event will bring together delegates from across the industry and beyond, representing a broad mix of sectors. Firms from across financial services, including lenders, brokers and associate members, will be in attendance.