The BVRLA’s latest Compliance Forum brought together sixty members and expert speakers to explore the most pressing compliance and regulatory issues facing members. Hosted by Shoosmiths, the event offered attendees a series of practical insights and actionable advice to take back to their organisations.
The Forum opened with a session reflecting on the implications of the recent Court of Appeal and Supreme Court case, with Wayne Gibbard highlighting how the Consumer Credit Act (CCA) Reform represents a real opportunity for the industry. His message was clear, the potential changes are a chance to do something different, to communicate the value of the sector, and to play an active role in shaping the regulatory change ahead.
The event also addressed how regulated firms are responding to customer vulnerability. While there has been clear progress, speakers noted that there is more to be done. The Financial Conduct Authority (FCA) recently published examples of good practice, which were highlighted as valuable resources for firms looking to enhance their approach and take further action.
Janine Eden and Mark Hollands turned the spotlight on complaint handling, urging firms to maintain open engagement with customers, the Financial Ombudsman Service (FOS), and other key stakeholders. Their session reinforced the importance of using available tools to resolve issues early and avoid escalation, with a reminder that support is always available for those who need it.
Jonathan Davis offered a refreshing take on the role of compliance, encouraging delegates not to fear it, but to remain teachable and adaptable. His message was that change itself is not the enemy, it’s our attitude towards it that determines success.
Finally, Nickie Brooks, Phillip Garlick and Patrick McGovern examined the power of management information (MI) as a business-critical tool. Their session challenged members to ask how effectively MI is being used to improve customer and business outcomes, reminding the audience that data without action is a missed opportunity.
The BVRLA would like to thank Shoosmiths for their continued support and all members who attended and contributed to the event.
This event has secured a recommendation score of 9.5 out of 10. There are two further Compliance Forums this year, members who are not yet subscribed can do so for the remaining sessions: Compliance Forums.
If you have any questions, contact [email protected].
