Culture is measured by its outcomes

The latest discussion paper from the FCA is intended to stimulate further debate about culture in financial services.

At RFS we believe firms which measure customer outcomes will lead the way in cultural transformation.

Our latest paper explores the FCA views on culture in financial services and how outcome testing can be a potent agent for change.

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Our Experts...

Sam Tattersall
Client Engagement Director

Sam has worked for retail banks, the ombudsman and has managed large scale remediation projects. He is an expert in financial services operations, adjudication and an advocate for Outcome Testing and Root Cause Analysis. Sam has developed innovative methodologies that test for fair customer outcomes and he is both robust and impartial in leading change.

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Latest Articles

A new era for SIPPs?

15/11/2018 by

The Berkeley Burke court ruling has the potential to prompt increased regulatory action in the Self-invested […]

Read >

Vulnerable Customers: Are you getting it r...

30/10/2018 by

Organisations are now being asked to assess, identify and take action in response to customer vulnerability; […]

Read >

A new world for the insurance sector

02/10/2018 by

The Insurance Distribution Directive (IDD) signals some subtle, but critical changes to the current day procedures. […]

Read >