White Paper: When Operational Resilience and Consumer Duty collide

Operational resilience and customer duty are pivotal focuses within regulatory and strategic landscapes. While often complementary, they can occasionally conflict and generate some localised pain points, posing challenges for resource allocation and strategic planning.

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From the  diverging customer harm definition to service prioritisation and customer complaint handling, both sets of regulations require a nuanced approach to end-to-end organisational and product/service design as well as customer servicing. 

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Coupled with the Senior Managers and Certification Regime, executives and board directors face conflicting demands requiring  a detailed approach to compliance and a holistic approach to  risk management.