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Episode 2: Consumer Duty Two Years On with Karen Shenton of Create Solutions
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In this episode of the Compliance Culture Podcast, host Lucinda Carney, Chartered Psychologist and CEO of Actus Software, is joined by Karen Shenton, a specialist in Consumer Duty and Conduct Risk. Together, they reflect on the two years since the FCA’s Consumer Duty came into force, exploring how the regulatory landscape has evolved and what challenges still remain. Karen shares insights into how firms can move beyond tick-box compliance to implement meaningful cultural change, focusing on continuous improvement, accountability, and ethical conduct. The conversation highlights the importance of leadership, communication, and behavioural alignment in sustaining a culture that truly delivers good outcomes for consumers.
Key Takeaways
- Consumer Duty calls for more than written policies, firms must show how culture and conduct align with delivering good outcomes.
- Boards and senior leaders need clear, timely data to monitor risks and track progress. Dashboards, such as Actus Oversight, offer vital insight and support proactive oversight.
- Accountability should be part of everyday operations. Building learning into daily routines helps teams respond quickly and improve continuously.
- Sustainable compliance means going beyond surface fixes. Understanding root causes allows firms to adapt policies and training for lasting impact.
- A strong compliance culture protects reputation and builds trust, benefiting both firms and consumers through ethical, transparent practices.
Valuable Resources
Why Actus Oversight?
Stay ahead of FCA Consumer Duty with Actus Oversight. The smart solution for regulated firms. Our platform delivers real-time dashboards, key compliance tracking metrics, and automatic ownership, giving you complete visibility and control with ease.
✅ Simplify Consumer Duty compliance
✅ Ensure accountability with automated ownership
✅ Gain actionable analytics through real-time data
🔍 Learn more about Actus Oversight here: Discover Actus Oversight
Find the perfect solution tailored to for your organisation. Why not take a look at our purpose-built compliance tools specially designed for financial services and get the answers you've been searching for: Click here to Browse
About Actus Software
Actus helps HR and business leaders drive performance and engagement through flexible HR software and expert resources.
🌐 Discover Actus Software: https://actus.co.uk/
Follow Lucinda Carney on LinkedIn for more compliance and leadership insights.
About The Guest, Karen Shenton
Karen Shenton is a Director at Create Solutions and a seasoned compliance professional with over 30 years of experience in the general insurance sector. Her career spans underwriting, claims, customer service, management, and training, all grounded in deep expertise in FCA compliance. Karen supports firms in meeting regulatory obligations through practical, people-focused solutions tailored to business needs. She is known for her creative thinking, culture assessments, and quick response to evolving industry requirements. A former President of the Insurance Institute of Manchester and recipient of the CII’s Exceptional Service Award, Karen is also a passionate advocate for wellbeing and community engagement.
Contact Karen
Visit the Create Solutions Website: https://createsolutions.co.uk/
LinkedIn: https://www.linkedin.com/in/karen-shenton-acii-3b862810/
About The Host, Lucinda Carney
Lucinda Carney is a Chartered Psychologist, CEO of Actus Software, and host of the award-nominated, chart-topping HR Uprising Podcast. With over 20 years’ experience in organisational development and leadership, Lucinda has worked across a wide range of industries helping HR professionals establish behavioural change and accountability. Her passion for collaboration led her to create the HR Uprising community, empowering HR professionals to ‘rise up’ together. Now, Lucinda brings her expertise into a new space, exploring the human side of compliance through expert conversations with industry leaders and practicing compliance professionals.
Contact Methods
Actus -
Website | LinkedIn | Instagram | Facebook | YouTube | X
The HR Uprising -
5 episodes
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