HR’s Role in Consumer Duty: Culture, Conduct and Customer Outcomes in Insurance

One full-day

The FCA’s Consumer Duty represents a fundamental shift in regulatory expectations, placing customer outcomes, culture, and conduct at the centre of how insurance firms design, sell, and service products. While ownership of Consumer Duty is organisational, HR plays a critical role in enabling compliance through people strategy, capability, performance, reward, and leadership behaviour.

Summary

 Dates: Optional

Timings: 09:30-16:30 (UK)

 Duration: One full-day

 No of attendees: Up to 16

Format: Online - virtual delivery

CPD: Recognised

Trainer: Daryl Evans FCMI,  Assoc CIPD, Chartered Manager

Workshop Objectives

Using real enforcement cases and regulatory commentary, this workshop explores how poor training, weak competency frameworks, misaligned incentives, and ineffective performance management create customer harm and regulatory risk. Participants gain practical insight into how HR policies and processes must align to the Duty’s four outcomes and SM&CR accountability expectations, and how to evidence “reasonable steps” through people practices. 

By the end of this workshop, participants will be able to:

• Understand Consumer Duty Expectations – Understand the purpose of Consumer Duty, its scope in insurance, and why culture, conduct and people practices are central to FCA expectations.
• Link HR Practices to Customer Outcomes – Identify how recruitment, training, performance management, reward and leadership behaviour directly influence the Duty’s four customer outcomes.
• Assess Conduct & Culture Risk – Recognise how poor capability, incentives, or behaviours create regulatory, reputational, and customer harm risk.
• Embed Consumer Duty into People Frameworks – Apply Consumer Duty requirements to competency models, role profiles, appraisal systems, and learning pathways.
• Support SM&CR Accountability – Understand how HR supports Senior Managers in demonstrating reasonable steps through evidence, documentation, and oversight.
• Strengthen Cultural Assurance – Explore practical ways HR can evidence a customer-focused culture through metrics, feedback, and governance processes.

Who should attend?

This workshop is designed for professionals with accountability, oversight, or governance responsibilities under SM&CR, including:

• HR Directors & Heads of People 
• HR Business Partners 
• Learning & Development Managers 
• Reward & Performance Specialists 
• Senior Managers (SMFs) with Consumer Duty accountability 
• Compliance & Conduct Risk Teams
• Operational Leaders in Underwriting, Claims & Distribution 

Corporate Solutions

As part of our commitment to advancing professional standards within the sector, the CII offers a comprehensive suite of training and development solutions. These are designed to provide a structured, collaborative approach to skills enhancement, fully aligned with our internationally recognised Professional Map.  We offer workshops covering exam revision, technical training and business and leadership topics. 

Whether you're looking to upskill employees, support career progression, or drive business success, our bespoke training solutions can elevate and future proof the competencies required across your workforce. 

A full list of courses can be viewed in our Training Catalogue.

Corporate (in-house) request

To book this workshop for your company as an in-house training session for between 7-16 Delegates, on a date that's convenient for you, please register your interest here:

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To register for this workshop or to request further information, please contact us at: business.enquiries@cii.co.uk 

Please note our workshops are priced using British Pound Sterling (GBP). The final purchase cost will be processed using the relevant international currency conversion rate at the point of sale. Contact us for further information.

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