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NEDs & Chairs Network breakfast - Consumer Value - Navigating Customers' Expectations


Registration: 08:15.

The FCA has a clear agenda – product providers and their Boards must be clear about the value they offer to their customers. As a Board member, how do you reassure yourself about the value of the benefits to consumers for products that may seem intangible to consumers; how does your firm move the focus away from headline price, or costs and charges? How do you, as a Board member, ensure the governance of value for money provided by your products will satisfy ever evolving regulatory expectations?

Examples of recent FCA initiatives in the field of value include its fair treatment of long standing customers review and the General Insurance value measures pilot. But what is value for money, what do consumers expect and how does it interact with other regulatory developments such as the implementation of the IDD and MiFID II, the investment platforms market study, work on GI add-ons and approaches to vulnerable consumers and FOS’ complaints handling in areas such as insurance renewals?

This breakfast will be an ‘in conversation’ style panel chaired by ABI Director of Advocacy, Louise Hanson.

The Panel:

Chair: Louise Hanson, Director of Advocacy, ABI

  • James Bridge, Assistant Director, Head of Conduct Regulation, ABI
  • Louise Portelli, Partner, Head of Customer Transformation, KPMG 
  • Mark Shepherd, Assistant Director, Head of Property, Commercial & Specialist Lines, ABI


This is a member-only event, please remember to login to be able to register for this event.