Best Practice Site Visit to The Financial Conduct Authority (FCA)

Wednesday 13th September 2017, 10am - 4pm at Canary Wharf, London, E14 5HS

Take this unique chance to visit a high-profile regulator and meet other members tackling similar challenges. Talk with the FCA Quality Team and see how they collaborate, in the contact centre & beyond, to champion the use of customer insight, manage risk, support frontline teams & focus improvement opportunities.


What you need to know in preparing for the day:

  • Please watch the video presentation and read the case study in advance – the day will build on this.
  • Due to confidentiality & security restrictions at the FCA, it will NOT be possible to visit the contact centre floor, but teams will come and talk with delegates in the areas of the building that are open to visitors.
  • All participants need to be vetted in advance, so please notify us at once if there is any change of delegate.
  • If you have any questions, need any further information or are going to be late/unable to attend, please contact the Events Team on 0333 123 5960 or email

Traveling to the FCA in Canary Wharf

  • Allow time for security searches on arrival and bring Photo ID; Canary Wharf is a high-profile financial centre.
  • Either of the Canary Wharf stations are easily accessed from hotels, stations & airports across London. Driving into Canary Warf is not recommended and there is no car parking in the building for visitors.
  • The full postal address is: 25 The North Colonnade, Canary Wharf, London, E14 5HS
  • Your Hosts on the day are: Paul Smedley (Chair at The Forum) with Patrick O’Reilly (Manager, Contact Centre), Andy Bugg and Gordon Young (Quality Analysts) from The FCA

The Site Visit Agenda

10:00  Arrivals, networking and introductions
  Introduction from The Forum and the FCA
Before the visit, please can participants read the 4-page case study and watch the video of the conference presentation, so that the day builds on this. 
(2x 60mins) 
Split into 2 groups (each participant covers both groups but in a different order)

1. Voice of the Customer - how Customer Surveys drive action & Insight
2. Quality Assurance - risk based approaches and engaging the team

This will include the chance to talk with FCA representatives and offer group discussion time with other Forum members interested in the same issue.

12:45 Buffet lunch and networking
13:30 Meet with Senior Management. Q&A from the morning sessions.
  Meet with advisors and team leaders: group discussion on how to create an environment of trust and collaboration around performance, QA & VoC
15:30 Discussion led by The Forum: what do we take back from today to our own organisations? What have we gained from seeing/hearing this work at the FCA
16:00 Formal close and time for individual questions if people want to stay for a short while

Key Topics for Discussion

  • Service Excellence builds trust and confidence in the FCA, both outwardly, as ambassadors to firms and consumers, and inwardly, as a voice for customers in the wider organisation.

  • A new, risk-based, QA framework combines reviewing the quality of guidance with direct customer feedback and more team leader time for coaching – creating a collaborative, supportive environment for development & recognition.

  • New CSAT surveys are building insight that’s effective in driving improvement within the centre, in the website and across the FCA. And, as part of the FCA Salesforce implementation, associates see a single view of how each case is managed with new dashboards, league tables and integrated MI giving customer insight that is relevant and easy to act on.

Key Results

  • An easily accessed, single view of how every case is managed & learned from.
  • High CSAT survey response rate (c20%)
  • High degree of assurance (‘action required’ from service recovery <0.01% of total contacts)
  • Customer Satisfaction 93% for consumers, 87% for firms [Apr-Sep 2016]
  • Growing use of customer insight role across the wider organisation

Cancellation - All bookings cancelled within 7 days prior to an event will still come off the member allowance. For our full terms and conditions click here



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