Andrew Gething will be participating in a cross-sector ‘fireside chat‘, including discussing the CII’s new customer vulnerability guidance.
About the event
Over the past year, we’ve seen a noticeable shift in how Consumer Duty is being supervised.
Firms aren’t being asked whether they have a framework anymore. They’re being asked to show, in real time, that it’s working. That’s a very different conversation.
The FCA’s focus is increasingly practical. Not policy design. Not documentation quality. But whether firms can consistently evidence good customer outcomes, particularly for vulnerable customers, at scale.
And that raises some uncomfortable questions for leadership teams:
Can you demonstrate that affordability assessments are working as intended?
That customer communications are genuinely clear?
That vulnerability is identified early and supported appropriately?
That value assessments stand up to scrutiny?
That your MI would withstand supervisory challenge?
For many firms, the risk now isn’t poor intent. It’s fragmented oversight. Retrospective sampling. Siloed data. Reactive controls.
In an environment that increasingly expects continuous monitoring and demonstrable outcomes, that simply isn’t enough.
Andrew Gething
Andrew is the founder and managing director of MorganAsh. He is a highly successful entrepreneur who has taken an IT start-up through growth and profitability to successful acquisition and floated a private computer games company on the London Stock Exchange. Andrew is a structural engineer graduate, previously a Chartered Structural Engineer, and holds an MBA from Sheffield Business School. He is a recognised consumer vulnerability specialist and champion, is the driving force behind the award-winning consumer vulnerability management tool, MARS – adopted in the financial services, credit and utilities sectors.