Compliant Sales Process Development for Financial Advice Firms

Introduction

This comprehensive three-hour live and interactive session will provide a practical overview of how FCA-regulated financial advice firms can design, implement and maintain a compliant sales process that delivers good customer outcomes while meeting regulatory expectations.

The Financial Conduct Authority (FCA) expects firms to ensure that their sales activities are customer-focused, transparent and supported by robust governance, systems and controls. Firms must be able to demonstrate that clients receive suitable advice, understand the products and services being recommended and are treated fairly throughout the customer journey.

This session will explore the key stages of a compliant sales process, from lead generation and initial client engagement through to fact-finding, suitability assessments, recommendations, implementation and ongoing servicing. It will examine the regulatory requirements that underpin each stage and discuss how Consumer Duty has further raised expectations around customer understanding, outcomes and vulnerability considerations. Common sales process weaknesses identified through FCA supervisory activity will be highlighted together with practical steps that firms can take to strengthen compliance while maintaining commercial effectiveness. Particular focus is given to evidencing suitability, managing adviser conduct, handling vulnerable customers, and ensuring effective oversight. The session will also examine how firms can monitor and test their sales processes through quality assurance, management information, file reviews, training and governance frameworks to demonstrate ongoing compliance and continuous improvement.

What You Will Learn

This live and interactive session will cover the following:

• Understand the FCA's expectations for a compliant sales process
• Recognise how Consumer Duty impacts sales practices and customer interactions
• Understand the key compliance requirements at each stage of the customer journey
• Learn how to evidence suitability and demonstrate good customer outcomes
• Identify common sales process risks and regulatory failings
• Understand how to manage vulnerable customers within the sales process
• Learn practical approaches to monitoring, testing and improving sales quality
• Have actionable ideas for strengthening governance, oversight and compliance controls within your firm

Recording of live sessions: Soon after the Learn Live session has taken place you will be able to go back and access the recording - should you wish to revisit the material discussed.