In response to the broad range of challenges our members are facing, UK Finance hosts the quarterly Customer Resilience Community to convene members who are leading and managing their firm’s strategies for supporting customers in financial difficulties. Our Network Communities provide:

  • An industry sounding board and opportunity to explore key concerns and experiences.
  • Updates/ advice from our expert strategic partners.
  • Updates from UK Finance subject matter experts.
  • The opportunity to cement personal networks.

Format

Our Network Communities are run focussed on discussion and supported by a strategic partner and UK Finance policy experts. The agenda item for each session is chosen by members and content is built with member influence and designed to promote questions and discussions. Our quarterly sessions run for 1h30 virtually and 2hs in-person.

More Information

To find out more about our networks, please contact the team on 0203 934 1136 or networks@ukfinance.org.uk.

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Top Speaker

Caroline Wayman

Caroline Wayman

Conduct and Consumer Duty expert, PA Consulting

Caroline is a partner in PA’s Risk and Regulation practice. Caroline works with leading clients across banking, insurance and asset management bringin...

Caroline is a partner in PA’s Risk and Regulation practice. Caroline works with leading clients across banking, insurance and asset management bringing to bear her considerable skills and experience to help our clients tackle their biggest conduct issues and to undertake transformational change, putting customers at the heart of their businesses and driving shareholder value.

Prior to joining PA, Caroline led the Financial Ombudsman Service as Chief Executive for nearly seven years. She led significant transformation and modernisation, responding to customer needs and unprecedented challenges during the pandemic. Having overseen the handling of hundreds of thousands of disputes, across the full spectrum of financial services, Caroline brings a unique perspective on customer and conduct issues in financial services in the UK. Before she was CEO, Caroline was Legal Director and Principal Ombudsman at the Financial Ombudsman Service and led the policy and operational response on many high-profile issues, including PPI and before that, Mortgage Endowment mis-selling.

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Top Speaker

Stacey Clegg

Stacey Clegg

Customer Experience & Digital Transformation Expert, PA Consulting

Stacey is a customer experience, digital delivery and transformation expert. She works with financial services organisations to create and deliver on ...

Stacey is a customer experience, digital delivery and transformation expert. She works with financial services organisations to create and deliver on ambitious, bespoke customer experience programmes. Stacey develops pragmatic solutions through building digital products and services in a modern, agile and iterative way, defining and arranging the right capabilities, governance and skills to build high-performing teams and deliver impactful digital change.

Stacey has led small and large teams designing and delivering digital products and services for over 20 years, worked for global and local clients, built a successful creative agency and created digital experiences for some of the largest brands in the world. She's a passionate advocate for human-centred design.

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PA Consulting

PA Consulting

We believe in the power of ingenuity to build a positive human future in a technology-driven world. As strategies, technologies and innovation collid...

We believe in the power of ingenuity to build a positive human future in a technology-driven world.

As strategies, technologies and innovation collide, we create opportunity from complexity.

Our diverse teams of experts combine innovative thinking and breakthrough use of technologies to progress further, faster. Our clients adapt and transform, and together we achieve enduring results.

An innovation and transformation consultancy, we are 3,300 specialists in consumer and manufacturing, defence and security, energy and utilities, financial services, government and public services, health and life sciences, and transport. Our people are strategists, innovators, designers, consultants, digital experts, scientists, engineers and technologists. We operate globally from offices across the UK, US, Netherlands and Nordics.

Discover more at paconsulting.com and connect with PA on LinkedIn and Twitter.

PA. Bringing Ingenuity to Life.  

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These sessions are for Full Members of our Customer Resilience Community. The Community is for members who are leading and managing their firm’s strategies for supporting customers in financial difficulties