The changing face of consumer redress in the financial services sector

The event will focus on the impact of upcoming regulatory change on consumer redress. We will be bringing together speakers from across the industry to provide their views on the changes and stimulate debate.  

Natalie Ceeney, the Chief Executive of the Financial Ombudsman Service will be delivering the key note speech, giving her views on the role of the FOS in the new regulatory structure.  

Other speakers include:

Kevin Rousell, the Head of Claims Management Regulation at the Ministry of Justice who will be giving an update on the future of regulation for CMCs; and

Nadege Genetay, the Head of Conduct and Redress Policy at the FSA who will be giving her perspective on the changes to the regulatory regime and the approach of the new Financial Conduct Authority to consumer redress.
 
James Bell, Principle Advisor on Risk Consulting at KPMG who will be speaking about using complaints data for reputational and competitive advantage.  

The ABI will also be briefing the industry on our research into complaints management, followed by a panel debate on complaints management and improving outcomes for consumers.   The panel speakers will be:

• Caroline Mitchell, Lead Ombudsman, Financial Ombudsman Service
• Frances Harrison, Member, Financial Services Consumer Panel
• Nick Shaw, Head of Customer Care, Lloyds Banking Group
• James Bell, Principal Advisor, Risk Consulting, KPMG LLP  

This is a half day event. Registration will start at 9.30 and the event will finish at 1.15pm. It will be followed by a networking lunch. 

Non-members are welcome to attend, subject to approval.