From 1st July the Council of Mortgage Lenders is integrated into a new trade association, UK Finance. For the time being, all UKF mortgage information will continue to be published on this website, and UKF member-only mortgage information will only be available here.

UK Finance represents around 300 firms in the UK providing credit, banking, markets and payment-related services. The new organisation takes on most of the activities previously carried out by the Asset Based Finance Association, the British Bankers’ Association, the Council of Mortgage Lenders, Financial Fraud Action UK, Payments UK and the UK Cards Association. Please go to for wider content and updates from UK Finance.

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Treating Customers Fairly: Workshop 2016


6 October 2016

Time: 9:15am – 4:30pm
Venue: Council of Mortgage Lenders, London
Price: £400 members
£400 associates
£480 non-members
Treating Customers Fairly: Workshop 2016

Why attend this course?

The Financial Conduct Authority (FCA) is continuing with the focus its predecessor started - that poor culture within firms leads to poor customer outcomes.  The FCA may have been moved away from their planned thematic review of the culture within banks but they have stated however, that they will continue to work with individual firms across their population on assessing culture and its effect on consumer outcomes.

With this as a backdrop, this course was designed to lay out the background and development of the regulatory approach to assessing your firm’s culture. 

About the course:

This course combined input sessions with highly participative syndicate exercises, the latter designed to help you view situations through the eyes of a conduct supervisor.  Using anonymised real life data, the syndicate exercises will enable you to use the tool the FCA use to assess culture within regulated firms.

The aim of the course:

The course aimed to instruct you not only on the process the FCA uses, but the material the regulator might review in assessing the culture within your firm and potential risk of poor consumer outcomes. In the process, you will have learned how the FCA might choose to assess your firm’s culture and to identify your high risk areas.

Key takeaways from the course:

  • The Financial Conduct Authority (FCA) is proposing new measures to maintain firms’ focus on culture.
  • The FCA will mark six months since the implementation of the Senior Managers’ and Certification Regime by providing feedback on implementation so far and proposing measures to further strengthen the regime.
  • The proposed rules will reinforce the importance of individual accountability at the most senior level of organisations.


Trainer: Mike Simpson


Mike Simpson has 30 years of experience in the financial services sector, holding senior roles in sales, sales management, marketing, compliance and learning and development.  During this time, he has seen and successfully managed considerable change in the industry.  His work as, and with fellow senior leaders of firms has allowed him to develop his understanding of the importance and the effect of poor corporate culture on business performance.  He has worked with regulators (UK and overseas) and regulated firms alike, helping both to understand how to assess and change culture to improve short and long term business performance and reduce conduct risk.


Council of Mortgage Lenders

3rd Floor Bush House, North West Wing

(Owing to building works, would visitors please note that the main entrance to the North West Wing will be closed temporarily with effect from 3rd October 2016. Visitors should enter via the colonnade to the left of the building.)

Nearest tube stations:

Holborn (Piccadilly and Central lines)
Charing Cross (Bakerloo and Northern lines)
Waterloo (Jubilee, Waterloo & City, Northern and Bakerloo lines)

Nearest overground station:

Waterloo (Connects to Jubilee, Waterloo & City, Northern and Bakerloo lines)

Event resources

Presentations from the day are available below for attendees. Click on the links to download the presentations in pdf format. 

Contact us

Laura Marshall

Telephone: 0845 373 6771