Treating Customers Fairly from home

As we grapple to contain the ongoing pandemicrisks as well as resume as normal a life as possible, financial institutionsneed to re-assess their conduct risk strategy and framework. Dee McManusdiscusses the actions firms are taking to implement additional monitoring to supportfair treatment of customers within the remote working structure.

Dee McManus(deemcmanus@konexoglobal.com) is head of Financial Crime and Fraud Advisory atKonexo UK.

As we emerge from the lockdown measures ofCovid-19 and return to some form of normality, our attention is turned to ourwork/life structures and the future of our work environment for this new norm.It is without question that the pandemic has fundamentally changed how westructure our lives; in particular, a remote working environment will mostlikely remain mainstream for the foreseeable future. As we re-focus to a new‘business as usual’ (BAU), not far from our minds is the regulatory agenda andstrategic objectives. The Financial Conduct Authority has remained steadfast inits messaging when it comes to recent statements regarding its expectations forcontinued fair treatment of customers, especially on the back of thedifficulties that Covid-19 has brought to the fore.