• Course
    Retail Conduct Risk & Culture (1911RCR)
  • Dates
  • Venue
  • Course Fees (excl. VAT)
  • CPD Credits

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Get this course in-house
Or call 0203 178 4230
or email info@fstp.co.uk today.


Course Overview

The financial crisis (and a wave of subsequent misconduct scandals) has awoken the regulators to the issue of culture and its link with conduct.

The FCA now expects you to create a culture of fairness, looking at your firm’s culture as the potential root cause of poor outcomes for your customers.

But while many firms place a high value on organisational culture, far fewer understand how to link culture with conduct risk and improved outcomes for customers.

“Treat conduct risk as seriously as any other risk on your balance sheet”

The FCA’s business plan for 2015/16 challenges firms to demonstrate an appropriate management of conduct risk:

“We continue to address conduct issues arising from failures in firm culture…. Change in culture will only come when the tone at the top is right. However, it also requires staff throughout a business to understand and accept the values and practices the firm espouses. Firms must ensure that all of their processes support and reinforce the culture they want to promote.” 

But we know that understanding the interaction between culture and conduct risk remains a challenge for many firms.

So join us for our comprehensive one-day workshop. This interactive and practical training will help you:

  • See how the FCA’s latest approach to conduct risk and culture affects your firm
  • Better understand how your firm’s culture is driving conduct risk performance
  • Protect your firm from the key conduct risk areas in wholesale and retail markets
  • Understand how irrational customer behaviour increases your conduct risk
  • Develop a framework to assess your cultural and conduct risk performance
  • Learn how to measure culture and report it in your management information
  • Set your firm’s risk appetite and demonstrate good governance to the regulator

Sharpen your firm’s focus on culture and conduct risk

icon_timeLive up to your values 
The culture you promote can be easily undermined by negative customer outcomes. We help you turn cultural messages into everyday operations, closing the gap between what you say and what you actually do.

icon_avoidSatisfy the regulators 
You’ll be better able to demonstrate through evidence that you manage conduct risk as part of your firm’s culture, showing the FCA how seriously your firm takes these issues.

icon_clientsAvoid regulatory fines 
In recent years fines for misconduct have reached into the hundreds of billions. Avoid costly mistakes by ensuring the behaviour of all staff and the decisions you make are focused on positive customer outcomes.

icon_thumbs-upBetter serve your clients 
With a smarter understanding of conduct risk, regulation and behavioural economics, you’ll be able to choose and develop the best products and services for your clients.

The Course Agenda

Getting up to speed with the FCA regulatory update

  • Regulatory Operational Objective
  • Retail Conduct Risk Outlook
  • Understanding the latest FCA Business Plan
  • Themes/Events

Understanding the role of behavioural economics

  • What is behavioural economics and where does it come from?
  • Why is it vital to understand behavioural economics if you provide financial products and services?
  • What’s the latest regulatory thinking in this area and why is it set to become even more important?

Insights into conduct risk

  • Understand the background to conduct risk
  • What are conduct risks and how do you identify them in your firm?
  • Analysis the five priority risks identified by the FCA

Organisational culture 

  • What is organisational culture and how does it help you succeed?
  • What are the key elements that make up a firm’s culture?
  • How do you embed and sustain a successful culture
  • How do you change a culture that’s not working
  • What’s the link between culture and treating customers fairly?

Conduct risk – Developing and maintaining an effective framework

  • Understand the challenges of setting an effective framework
  • What considerations should you be making as you do so?
  • What is our conduct risk appetite?
  • Consider where conduct risk sits in your firm
  • Learn how to create risk appetite statements

Governance and oversight – Developing KPIs and appropriate MI 

  • The FCA’s business plan and where evidence will be required
  • Setting the right KPIs – a methodology
  • The principles of good Management Information

Summary and review 

  • Overview of what you’ve learnt
  • Time for outstanding questions
  • Action steps to take back to the office
Get this course in-house

Or call 0203 178 4230 or email info@fstp.co.uk today.

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Meet The Tutor

Lynne Hargreaves
Lynne Hargreaves
[Read about...]

Who is this course for?

It’s perfect for anyone involved in evidencing and influencing conduct risk and culture within their firm, including:

  • Human resource roles
  • Risk and compliance officers
  • Marketing and business managers
  • Senior executives and board members


'This training helped me understand better how to approach vulnerability and will be useful to design training courses internally.'

Head of Personal Loans
Finance and Leasing Firm

'A great use of a day. I came away feeling more confident and had the opportunity to collaborate openly with other delegates and the trainer.'

Head of Customer Services

Private Banking Firm


Training that makes a difference

Experienced engaging trainers

With first hand industry knowledge and an intimate understanding of the regulatory environment, we always guide you with an expert (and friendly) hand.

Packed with relevant information

We know you’re busy, so we’re careful not to waste a minute of your time. Our training courses are fast paced, insightful and filled with valuable information.

Get personalised attention

Sessions are practical workshops not PowerPoint lectures. All courses are limited to no more than 14 attendees, so we’re able to explain concepts in the context of your business.

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