Consumer Duty post-implementation forum

Joe Bamford is a financial services lawyer based in London. He specialises in financial service regulatory law. Joe has a particular focus on retail financial services and products, including financial services regulatory law, anti-money laundering, financial promotion, corporate governance, retail banking and consumer credit. Joe advises a broad range of clients from both the retail and wholesale sectors. Joe is an author of the money laundering chapter of Financial Services Law (Oxford University Press) Financial services regulation.

As the Head of Client Outcomes, Mona is responsible for overseeing the entire spectrum of HL's Product and Services, ensuring that Hargreaves Lansdown's clients can confidently save and invest while achieving positive outcomes. Her visionary leadership and commitment to excellence have been instrumental in establishing HL as a trusted partner in the world of finance. Mona Christensen is not only accountable for designing and implementing the vulnerable client support strategy but also for ensuring the seamless integration of HL's Consumer Duty, highlighting how Hargreaves Lansdown's clients consistently achieve good outcomes.

Matthew is a financial services regulatory lawyer based in London and advises domestic and overseas banks, investment firms and wealth managers on UK financial services law and regulation. Matthew was seconded to HM Treasury between 2018-2019, as a Senior Policy Advisor in the Financial Services, EU Strategy team working on the Future Economic Partnership between the UK and the EU, for financial services. Matthew has a particular interest in policy development, strengthened during his time working in Government. He has also spent time working closely with a major investment bank on a global regulatory capital project, and has a wide range of experience in advising on retail conduct issues and associated legal and regulatory provisions in the retail environment. He also has a particular interest in FinTech, and advises payment institutions and crowdfunding firms amongst others.

30 years in the investment management industry in roles including equity analyst, portfolio manager, programme manager, advice firm and wealth management consultant, and founder CEO of AssetQ, provided a breadth and depth of experience of the firms involved in the manufacture, provision, sale and ongoing administration and management of products and services to the end retail customer, resulting in directing Quilter’s Consumer Duty programme.

Haney has extensive experience in the delivery of highly technical programs of work in broad areas of risk, including regulatory, governance and operational, conduct and reputational risk along with specific advice on more general regulatory advisory topics and interventions. He has worked in and across all the key global financial hubs with a variety of financial services providers, from capital markets firms and asset managers through to a range of commercial banks, payments firms and technology suppliers, along with regulators and governments. As well as leading global programs for requirements that bring significant business and industry impact and reach, Haney has led a number of industry-wide regulatory consultations for both the FCA and PRA. His experience extends to broader operating and infrastructure considerations, and he often provides strategic risk advice on a range of domestic and international issues affecting senior leaders. He is also a regular panellist and media commentator on regulation and risk topics affecting the industry such as ESG, financial crime, operational and cyber resilience and conduct risk. Haney also works across a number of industries including wholesale asset management, commercial and retail, hospitality, luxury goods and health care. Before joining the firm, Haney was an Interim Deputy Head of Compliance and Senior Advisor for BlackRock in EMEA. Prior to this, he was a Partner and Head of Regulatory Risk and Compliance Advisory at another international law firm. Haney is an alumnus of the Big 4 where he held EMEA leadership roles and UK practice leadership. He started his career in IBD/markets front office, working for both Barclays and UBS AG in equity brokerage/investment advisory roles.

Alex has worked in the pensions and savings industry for over 20 years, most recently heading up Aviva’s product team for all its Wealth savings offerings for Workplace, D2C and Retail. With responsibility for regulatory change, Alex has overseen the implementation of Consumer Duty and is now doing the same for the transition to BAU.

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.

Katie Stephen is a financial services lawyer based in London. Katie has over 25 years' experience of advising financial institutions during which she has acted on a wide range of contentious regulatory matters including investigations and enforcement proceedings involving the FCA, PRA, Ofgem, FRC, AIM, ICE, SRA, NCA and HMRC, as well as regulators in other jurisdictions. She regularly advises regulated firms, corporates and senior management on regulatory issues such as market abuse, market disclosures, money laundering, retail mis-selling, consumer credit, conflicts of interest, ESG, corporate governance, systems and controls, individual accountability and notifications. Katie has extensive experience of supporting clients with skilled person (s.166) reviews and on the conduct of internal investigations including in relation to lessons learned reviews and the design and implementation of redress and remediation programmes. She has also advised the regulator on investigation and enforcement matters and twice been seconded to the FCA as legal adviser to its Regulatory Decisions Committee, the body charged with taking certain authorisation, supervision and enforcement decisions on behalf of the regulator. This has given her a rare and detailed insight into its approach and the enforcement process. Katie is praised by clients as 'an absolute doyen of the FS regulatory arena, with a well-deserved reputation for excellence.' (Legal 500 UK).