Consumer Duty:
What your customers are saying

Recorded on 6th June 2023

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The FCA’s Consumer Duty deadline, 31st July 2023, is fast approaching. Firms will be starting to feel the pressure when it comes to evidencing compliance. 

A key part of the Duty is that firms assess, test, understand and evidence the outcomes their customers are receiving. Without this, it will be impossible for firms to know that they are meeting the requirements set out in the Consumer Duty.

Here at Consumer Intelligence, we’ve been talking to thousands of home and motor insurance customers across the market to find out how brands measure up for outcomes 3 & 4 of the Consumer Duty. 

The FCA has said that if firms are found to be non-compliant, there could be consequences such as financial penalties, legal action and criminal prosecution. This session will outline how benchmarking can be used to secure confidence in your approach to evidencing compliance and identifying areas that require remediation. 

In this session, we will also delve into some of the market level insights we are seeing from the consumer research we have conducted.

Event Speakers

Ian Hughes

Ian Hughes

CEO, Consumer Intelligence

Ian has made it his life’s work to help companies understand how to improve their world by helping them better understand their customers.

In 2003, he launched Consumer Intelligence, a data analytics company that helps businesses fixate on executing great customer strategies, which now operates in 9 countries globally. Ian is a Fellow of the Institute of Direct Marketing, a Best Business Awards judge and an I Love Claims Board member. He is a graduate of Harvard Business School.

Catherine Carey

Catherine Carey

Head of Consumer Strategy, Consumer Intelligence

Catherine is our Head of Consumer Strategy, leading the development of our consumer research proposition. Catherine is focused on meeting evolving client needs resulting from the changing insurance and regulatory landscape.

Catherine's endless curiosity and storytelling abilities makes for the perfect skillset to help our clients see the world through the eyes of the consumer.

Ann Constantine

Ann Constantine

Industry Expert

Ann is a seasoned professional with a career spanning several decades in the insurance industry. Her experience ranges from working with brokers to holding key roles in some of the market's leading insurance brands.  Before her current role at Consumer Intelligence, Ann held the position of Head of Insight at the Direct Line Group.  Here she was responsible for a range of disciplines, including the critical task of shaping and refining customer experience. Her broad knowledge in this role has equipped her with a unique, client-driven perspective.

Today, at Consumer Intelligence, she continues to apply her vast industry knowledge and client-oriented mindset to ensure that the company stays at the forefront of the industry.  Ann's enduring passion for the insurance sector, coupled with her leadership skills and strategic vision, makes her an invaluable asset to the Consumer Intelligence team

Scarlett Scott-Collins

Scarlett Scott-Collins

Marketing Manager, Consumer Intelligence

Scarlett is our webinar chair.

Scarlett started her career in Marketing eight years ago, and has since worked in various roles across B2B organisations. She joined the Consumer Intelligence team in 2020, and brought with her a desire for creating imaginative and original content to support business aspirations.

Scarlett has degrees in Business, and Leadership & Management, and is passionate about using her creative skillset to capture the attention of those active in the insurance industry.