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This course begins by setting out the structure and purpose of the UK’s regulatory framework, including the role of the Financial Conduct Authority (FCA) and the principles that underpin fair customer treatment. Delegates will gain a focused understanding of the Mortgage Conduct of Business (MCOB) rules on responsible lending.
A key part of the course focuses on the Financial Ombudsman Service (FOS), including its approach to decision-making, expectations of firms, and how recent cases have shaped industry practice. Through practical examples, delegates will explore the lessons that can be drawn from recent FOS decisions and apply these insights to improve lending decisions and internal complaint-handling processes.
The course concludes with best practice guidance on responding to complaints, covering regulatory requirements, fairness principles, and techniques for drafting clear, well-reasoned response letters.
Whether you are seeking to upskill your team, enhance productivity or foster a culture of continuous learning, we can deliver customised training programmes designed to meet your specific needs. If you have an enquiry, you can complete the in-house form and our training team will be in touch with next steps.
Partner, Walker Morris LLP
Russell is a partner at Walker Morris LLP and heads up its consumer and motor finance team focussing on both non-contentious and contentious retail le...
Russell is a partner at Walker Morris LLP and heads up its consumer and motor finance team focussing on both non-contentious and contentious retail lending issues. Russell is an editor of Goode: Consumer Credit Law and Practice, Goode: Consumer Credit Reports, Butterworths Financial Regulation Service (responsible for editing the commentary on CONC, MCOB and BCOBS), Asset and Project Finance: Law and Precedents and Practical Lending and Security Precedents. Russell is also the author of Consumer Credit: Law, Practice & Precedents and various practitioner notes on consumer credit for Practical Law and LexisNexis.
This workshop is designed for professionals working in mortgage lending who are involved in responsible lending decisions and underwriting, complaint handling, customer outcomes, or regulatory compliance.
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