Restoring trust in financial services

Increasing trust in the financial system and in financial institutions has been a priority for governments and regulators for the past decade, signalled by the growing interest in the fair treatment of customers. The global pandemic has only served to amplify the urgency of this concern throughout global markets and here in Canada.

However, financial institutions will need to do more than address individual instances of bad behaviour or undertake reviews of their approaches to minimize conduct risk; firms will need a deep understanding of their own organization’s culture to design robust and dynamic programs that drive good conduct outcomes.

Leveraging the three levers - culture, conduct framework, and conduct analytics - will help financial institutions strengthen conduct risk management and accountability across all their business activities, and ultimately rebuild and restore trust.

Download the report and contact Jay McMahan, National Conduct & Culture Leader for more insights and a deeper discussion.