‘Chaos’ in mortgage market as advisers grapple with Consumer Duty

Invested in CRM specialist via Fintel Labs project

Speaking at Professional Adviser Retreat

Firms not challenging themselves enough on “uncomfortable questions”

Plan split into two parts with 2023 focus on solving legacy problems

FCA and FOS get ducks in a row before new principle introduced

Follows accusations of failings by Chartered Insurance Institute

Speaking after acquisition of Aegon UK individual protection book

Customers’ policies are expected to transfer to Royal London in 2024

Changes designed to incentivise firms to settle proactively