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Payments Conduct: Transparency, Errors and Scam Support
Payments happen fast and often invisibly to the customer until something goes wrong — which makes transparency about pricing and execution, and genuinely fair handling of errors and scams,...
Insurance Conduct: Claims, Distribution and Outcomes
Insurance carries a distinct conduct challenge: the product's real value is only tested at claims stage, often at a genuinely difficult moment for the customer, which makes fair treatment...
Senior Customers, Diminished Capacity and Trusted Contacts
Age alone says nothing about a customer's capacity or vulnerability to exploitation — but staff who understand the genuine warning signs, and how to respond to them respectfully, can make a real...
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Customers in Financial Difficulty and Forbearance
Financial difficulty rarely appears without warning — early indicators are often visible well before a customer misses a payment, and responding early with genuine support tends to produce far...
Sales Practices, Advice and Suitability
A recommendation that's technically compliant can still fail a customer if it doesn't genuinely fit their needs — good sales practice starts from the customer's actual situation, not from the...
Responsible Lending and Affordability
Responsible lending means genuinely assessing whether a customer can afford a credit commitment, not just whether they're likely to be approved — the two questions can have very different answers,...
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Complaints, Root Cause and Redress
A complaint is both an individual customer issue needing fair resolution and a data point about something that may be going wrong more broadly — handling it well means doing both, not just closing...
Supporting Customers in Vulnerable Circumstances
Vulnerability isn't a fixed label attached to certain customers — it's a circumstance that can affect anyone temporarily or permanently, and recognising it well means adapting service...
Customer Understanding and Clear Communications
A communication can be technically accurate and still fail customers if they can't actually understand it — clear communication is a tested outcome, not just a drafting style, and this course...
Fair Value and Pricing Outcomes
Fair value isn't simply about charging the lowest possible price — it's about whether the total price a customer pays is reasonable given the benefits, service and risk involved, judged...
Product Governance and Target Markets
A product that works well for one type of customer can be genuinely harmful for another — product governance is the discipline of defining who a product is actually for, and making sure it only...
Customer Outcomes and Fair Treatment
Treating customers fairly isn't a slogan on a poster — it's a practical mindset that should shape how every customer-facing decision gets made, from the words used in a call to the design of a...
Trade Surveillance: From Alert to Escalation
Trade surveillance systems generate large volumes of alerts for potential market abuse, and — much like transaction monitoring in AML — the real skill lies in consistent, well-evidenced...