Poor conduct is any action of a regulated firm, or individual working in it, that leads to customer detriment. This can be intentional, such as an individual deliberately taking actions which they know will result in customer detriment, or unintentional, such as weak processes.
Good conduct increases the chance that customers will experience good outcomes. This is done by putting the interests of the customer at the forefront of decision making. As well as being the right thing to do, any acts of poor conduct may place your brand and business at risk commercially.
Every employee whose role can impact customers, which includes most employees even if they are not directly customer-facing, has a code of conduct they must follow. This code of conduct states:
Further guidance on these rules can be found within the FCA’s Code of Conduct sourcebook (COCON).
A culture of good conduct benefits your customers and employees, as well as providing commercial benefits to your own business.
For each stage of the customer lifecycle we’ve provided information on what good conduct looks like, and why it’s important.
We’ve also provided key questions you can ask yourself to ensure your customers are an important factor in any decisions you make.
To find out more, please review each of the six stages of the customer journey lifecycle:
If you've any questions, please email firstname.lastname@example.org