Insights and Analysis
Consumer Duty: Achieving good outcomes for vulnerable customers
10 January 2023
Lisa Davey
Senior ConsultantLondon
Email [email protected]hoganlovells.com
Phone +44 20 7296 5020
Fax +44 20 7296 2001
Practice groupHogan Lovells Solutions
Lisa Davey has over 8 years of regulatory experience which includes time working at a major consulting firm and for the Financial Ombudsman Service. Her focus is on regulatory compliance, sales practices, complaints management and remediation within the financial services sector.
She works closely with clients to balance their operational objectives with regulatory requirements. Her areas of focus include:
- Conducting compliance effectiveness reviews, including the review and design of risk management frameworks and governance arrangements
- Reviewing and designing policies and procedures, ensuring adherence with regulatory requirements
- Advising on complaints management practices, making recommendations to enhance operational efficiency whilst achieving fair customer outcomes
- Design and delivery of large scale remediation programs, including investigation and customer communications
- Undertaking quality assurance reviews, ensuring adherence to internal policies and procedures
Education and admissions
Education
The University of Law, London
Representative experience
Supported the compliance team of an online retail bank prior to launch including reviewing and designing the compliance framework, policies and procedures.
Reviewed a corporate bank's internal policies and procedures, identifying gaps and making recommendations to ensure compliance with PSD2.
Supported a retail bank's compliance department in assessing the competency of its newly established management assurance function by reviewing complaints.
Led a team providing oversight of a third parties' review of complaints, including the production and presentation of weekly MI for senior management and the FCA.
