Culture & Conduct in Financial Services

Introduction

This practical 90-minute session provides a clear overview of what the Financial Conduct Authority expects from firms in relation to healthy organisational culture and conduct. You will be provided with insight into why culture is critical for delivering good customer outcomes, supporting market integrity, and reducing the risk of harm, particularly under frameworks such as the Consumer Duty.

This virtual classroom session will explore the key drivers of strong culture, including governance, accountability, incentives, and leadership behaviours and examine how these shape decision-making, risk management, and customer treatment across your organisation. You will also learn about good practices identified by the FCA and practical techniques firms can apply to assess, monitor, and improve your culture. This includes using data and management information (MI), conducting staff surveys, embedding speak-up environments, and aligning purpose, values, and performance frameworks.

Join this live and interactive session to strengthen your organisation’s culture, embed the right behaviours, and confidently demonstrate compliance with regulatory expectations.

What You Will Learn

This live and interactive course will cover the following:

• What ‘good culture’ means in a regulatory context
• Recognise the key drivers of culture and how they influence behaviour and outcomes
• FCA expectations and good practices for embedding healthy culture
• Learn how to assess and monitor culture using data, feedback, and MI
• The role of leadership, governance, and incentives in shaping culture
• Practical ideas for strengthening culture and evidencing compliance 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.