Course Overview:
This course equips delegates with a comprehensive understanding of Financial Conduct Authority’s (FCA) expectations and the impact of Consumer Duty on lending practices. Participants will explore the customer journey, learn how to identify and support vulnerable customers, and understand the implications of key enforcement cases. The course also addresses best practices for dealing with complaints and claims, with insights into decisions made by the Financial Ombudsman Service (FOS).
The Regulatory Baseline
Understanding how the responsible lending rules evolved from the Consumer Credit Directive, through the transfer to the FCA, to the current CONC 5.2A regime.
Clarifying what a reasonable and proportionate creditworthiness and affordability assessment looks like in practice.
Exploring how recent FOS decisions on loans and motor HP are reshaping expectations around “borrower-focused” checks and evidence.
Putting Consumer Duty into Practice
Linking affordability assessments to the duty to avoid foreseeable harm and prevent over-indebtedness.
Reviewing the customer journey to balance automation with tailored questioning where risk indicators appear.
Using real case scenarios to decide when extra evidence (such as bank statements or further questions) is needed before approving credit.
In this session delegates will:
- Understand the impact of Consumer Duty on responsible lending, including the customer journey and key challenges.
- Analyse the FCA’s expectations on responsible lending, with insights from "Dear CEO" letters and enforcement cases.
- Identify and support vulnerable customers, especially in the context of the cost-of-living crisis and financial difficulty.
- Explore how to manage responsible lending complaints and claims, including engaging with the FOS and understanding recent case decisions.
- Understand responsible lending obligations during the life of an agreement, including suitable repayment plans and the FCA’s focus areas.
- Professionals working in lending, collections, and customer service roles.
- Compliance and risk management professionals.
- Legal and quality assurance teams involved in complaint handling and dispute resolution.
Russell Kelsall
Russell is an expert in consumer finance. As a partner and Head of Consumer and Motor Finance at Walker Morris LLP, he advises many leading financial services firms, including banks, building societies, debt purchasers, and motor, asset, and consumer finance firms. He advises on both contentious and non contentious issues, as well as complex problems that pose significant threats to finance businesses. Russell has extensive experience in retail financial products regulated by the Financial Conduct Authority, particularly consumer credit, mortgages, payment services, and savings.
Bespoke In-house Training
If you would like to run this course for your own organisation, the FLA can deliver Responsible Lending as a tailored in-house workshop for your team. Whether you want to build core knowledge in a specific department or support a wider training programme, the content can be shaped around your objectives and internal policies.
To make an enquiry, simply complete the in-house training form on the FLA website and the training team will contact you to discuss options and next steps.
