Emerging retail conduct risks

This paper considers the impacts of new or heightened retail conduct risks and how these can be managed effectively to ensure that UK firms continue to deliver good customer outcomes as they adopt and move forward with hybrid-working practices.

Critically, the paper highlights that emerging conduct risks are not linear and discrete, but are inherently interconnected and therefore cannot be mitigated in isolation. Firms must ensure that they have a holistic approach to culture and oversight in order to deliver better customer outcomes in a consistent and robust way.

This paper focuses on the new or heightened retail conduct risks that need to be identified, mitigated and managed effectively by UK firms to ensure that they continue to deliver good customer outcomes in the new reality of hybrid-working. All firms will, to a greater or lesser extent, adopt some form of hybrid working. For some it will be applied, as far as possible, across the whole firm, for others it will be focused on specific functions or levels of seniority. However, the risks generated are inherently interconnected and therefore firms need to ensure that they adopt a holistic approach to considering these conduct risks.

Emerging retail conduct risks

This paper focuses on the new or heightened retail conduct risks that need to be identified, mitigated and managed effectively by UK firms to ensure that they continue to deliver good customer outcomes in the new reality of hybrid-working. All firms will, to a greater or lesser extent, adopt some form of hybrid working. For some it will be applied, as far as possible, across the whole firm, for others it will be focused on specific functions or levels of seniority. However, the risks generated are inherently interconnected and therefore firms need to ensure that they adopt a holistic approach to considering these conduct risks.