FCA warns firms to 'do better' to meet customer demands around culture

Chief operating officer and executive director of authorisations Emily Shepperd spoke at the online Westminster Business Forum yesterday (26 June), emphasising the importance of culture in the financial services industry. "Culture is not just the slogan on your website. It is the very essence of what your organisation stands for, embodied by how it conducts itself," she said. "Our expectations of firms are evolving and keeping up with the demands of consumers. They expect us - and firms - to do more, to do better." Shepperd added that culture remains central to the FCA's supervisor...