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  3. Treating Customers Fairly: Workshop

Treating Customers Fairly: Workshop


27 September 2017

Time: 9:30am – 4:30pm
Venue: Pinners Hall, London
Price: £400 (VAT exempt) members
£400 (VAT exempt) associates
£480 (VAT exempt) non-members
Treating Customers Fairly: Workshop


The Financial Conduct Authority (FCA) is continuing with the focus its predecessor, the Financial Services Authority (FSA), 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 explained the background and development of the regulatory approach to assessing your firm’s culture. 

How the course worked:

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

Key learning:

Attendees learnt not only the process the FCA uses, but the material the regulator might review in assessing the culture within their firm and potential risk of poor consumer outcomes.

In the process, attendees also learnt how the FCA might choose to assess their firm’s culture and to identify high risk areas.

Feedback from 2017 attendees:

"Extremely engaging speaker with lots of practical experience. Met my objective of attending and felt that Board and Senior Manager could benefit from Mike's experience."

"This was one of the most enjoyable training sessions I've attended on TCF: Looking at it from a different perspective."

"Helped align my focus - moved from not knowing where to start to having a key plan."

"Engaging and interactive and well paced throughout the day."



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.


Pinners Hall

105-108 Old Broad Street

Nearest tube stations: (Approx. 5 minutes walk)

Liverpool Street (Central line, Circle, Hammersmith & City and Metropolitan, London Overground and TfL Rail)

Bank (Central, DLR, Northern, Waterloo & City lines)

Moorgate (Northern line)

Nearest overground:

Liverpool Street, Moorgate

A detailed map on how to get to Pinners Hall can be found below. The conference and meeting rooms are situated on the lower ground and 3rd floors of the building.


Event resources

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

Contact us

Jenna Yeap

Telephone: 020 7706 3333