Financial Services Conduct and Customer Fairness
Conduct regulation asks whether customers were treated fairly, not merely whether rules were followed. This course covers what fair treatment requires across product design, sales, servicing and complaints.
Course outline
What this programme covers, module by module.
- 01What conduct regulation actually requires
- 02Product design, target market and value assessment
- 03Sales process, suitability and advice standards
- 04Vulnerable customers and how to identify them
- 05Servicing, communications and ongoing fairness
- 06Complaints as conduct evidence and root cause analysis
- 07Conduct metrics, reporting and governance oversight
What you will gain
- Explain what conduct regulation expects of a firm
- Design and review products against customer need
- Ensure sales processes deliver suitable outcomes
- Identify and support vulnerable customers
- Handle complaints as a source of conduct evidence
- Report conduct performance to governance forums
Who should attend
- Compliance and conduct risk staff
- Product and proposition managers
- Sales and distribution leaders
- Complaints and customer experience managers
Upcoming sessions
| Date | City | Duration | Fees | Book |
|---|---|---|---|---|
| 2 to 4 Nov 2026 | Johannesburg | 3 Days | R13,000 | |
| 17 to 19 Nov 2026 | London | 3 Days | US$1,500 | |
| 8 to 10 Dec 2026 | Dubai | 3 Days | US$1,500 | |
| 11 to 13 Jan 2027 | Pretoria | 3 Days | R13,000 | |
| 8 to 10 Feb 2027 | Durban | 3 Days | R13,000 | |
| 12 to 14 Apr 2027 | Cape Town | 3 Days | R13,000 | |
| 29 Jun to 1 Jul 2027 | Johannesburg | 3 Days | R13,000 |
Fees are per delegate and exclude VAT. Public intakes are confirmed once minimum numbers are met. We also deliver this course on your own schedule, in-house or live online.
Enquire about this course
Register your team or ask for a tailored in-house quote. We reply within one working day.
WhatsApp usCourse brochure (PDF)- Fees from
- R13,000 per delegate
- Duration
- 3 Days
- Field
- Banking & Financial Services
- Formats
- In-house, public, online
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