Consumer Duty Forum

Lauren is a Senior Ombudsman and Senior Operational Leader at the Financial Ombudsman Service with 12 years’ experience across all things complaints and customer service in the financial services sector. Lauren currently leads on cross cutting casework policy for the Service, which includes oversight of its approach to complaints involving vulnerability, equality, redress and the Consumer Duty.

Tom is a partner in Burges Salmon's financial services team and heads the firm's funds and financial regulation team. He specialises in investment funds and financial services regulatory work, with particular expertise in relation to the structuring, establishment, operation and winding up of UK regulated investment funds such as OEICs, AUTs and ACSs. He acts for fund operators and other product providers, administrators, investment managers, advisers, platforms, custodians and, on the buy side, for institutional investors such as pension funds. He is co-author of the chapter on regulated collective investment schemes in ‘Financial Advice and Financial Products – Law and Liability’ published by the Oxford University Press. Tom has spent time on secondment at both The Royal Bank of Scotland and the BNP Paribas group.

Caroline is Director of Customer & Product Management for Aviva’s Wealth & Advice business, she is responsible for ensuring that Aviva’s Wealth products deliver good customer outcomes. As part of this role Caroline is leading on the implementation of Consumer Duty across the Wealth business. Caroline is also the company member of the With Profits Committee. Caroline has over 15 years’ experience working in financial services, prior to joining Aviva she worked in EY’s banking consulting business.

James is an experienced employment lawyer who advises national and international business on all aspects of employment law. He has particular experience and expertise in advising employers in the financial services sector. James also advises on employment aspects of corporate and commercial transactions and the impact of TUPE, including dealing with TUPE disputes. James regularly provides training for clients and is an active member of Employment Lawyers Association.

As Director of Risk and Technical Policy at TISA, Lisa has emerged as one of the leading voices in Consumer Duty, having brought together the industry to produce a comprehensive Best Practice Guide, and currently working to bring about a standardised framework for data sharing across the distribution chain. Lisa also leads TISA work on vulnerability, an area which she is particularly passionate about, having had lived experience. Lisa is an experienced outsourcing, risk and CASS specialist with over 25 years’ experience in financial services, with a particular focus on client protection. She has held senior roles encompassing oversight of outsourced delivery of services within the asset management sector to both retail and professional clients, and held the role of CF10a, an FCA approved role responsible for compliance to Client Asset Protection. Prior to this she held senior roles in a large outsourcing service provider, including as a Lead Client Relationship Manager responsible for delivering services appropriate for a regulated firm, and leading large operational finance teams based in the UK and India. She has significant experience in implementing oversight and risk management frameworks to effectively identify and manage the risks associated with outsourcing and offshoring regulated activities. During her time as a CF10a, she took a key role in a joint client/service provider remediation programme, gaining valuable experience and insight into meeting the regulators expectation in relation to service providers performance, and regulated firms oversight of its outsourcing arrangements. She has a breadth of regulatory knowledge, in particular with a deep understanding of SYSC; CASS; COBs; COLL; MiFID; and MiFID II and is accomplished in assisting senior managers to Board level in understanding regulatory obligations.