Consumer Protection & Conduct Risk

With the increased complexity of financial products being used and technological change, all coming at a time when basic access to financial products and the level of financial literacy continues to remain low in a number of jurisdictions, the risk of customer fraud, abuse and misconduct has multiplied. The need for dedicated action to enhance financial consumer protection and conduct is considered necessary to address these developments that have inherently changed the financial services sector.

As a result, central banks within the region have started focusing on developing consumer protection regulations to address risks arising from misconduct.

The regulations and standards cover a range of topics including disclosure & transparency, business conduct, lending practices, financial education and financial inclusion. The ultimate goal is to foster a culture of compliance and ethical behavior that supports the trust customers place in a financial institution and allows the financial institution to execute its business strategy.

Deloitte can help financial institutions examine consumer protection and conduct risk, in line with the new regulations, to uncover opportunities, mitigate threats and become more efficient and resilient.

How we can help

• Gap analysis & implementation roadmap: Review the current state and propose recommendations and an implementation roadmap in line with consumer protection regulations
• Conduct risk framework: Enhance policies, procedures, disclosure templates, governance etc. to meet regulatory requirements and industry good practice
• Conduct analytics: Execute analyses of complaints and sample files to identify conduct concerns and propose recommendations 
• Trainings/risk culture enhancement: Conduct customized trainings on consumer protection and conduct risk and leverage Deloitte’s “Culture Conscious Tool” to enhance risk culture