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.

Further Reading

Insurers and Appointed Representatives – W...

07/08/2018 by

In recent years the general insurance sector has thrived. The Appointed Representative (AR) Network model has […]

Managing the Unexpected

23/07/2018 by

Spikes in demand are inevitable, and often unexpected.  In recent years the financial services sector has […]

Assuring good outcomes in a digital world

22/06/2018 by

Online banking is fast becoming the norm and brings with it many benefits. However it is […]

Services

Latest Articles

Insurers and Appointed Representatives – W...

07/08/2018 by

In recent years the general insurance sector has thrived. The Appointed Representative (AR) Network model has […]

Read >

Managing the Unexpected

23/07/2018 by

Spikes in demand are inevitable, and often unexpected.  In recent years the financial services sector has […]

Read >

Assuring good outcomes in a digital world

22/06/2018 by

Online banking is fast becoming the norm and brings with it many benefits. However it is […]

Read >