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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