1. Doug Taylor Financial Services Chief Advocate

3. Consumer Principles Access Value for Money Consumer Influence and Representation Choice Information and Education Redress Safety Quality

4. The one improvement consumers want… 1. Rewarding loyalty, rather than new customers41% 2. Scrapping overdraft charges18% 3. A person answering the phone, not a machine13% 4. Not selling me additional products when I visit or call9% 5. A portable account number5% Taken from internal research

5. 54% of people were offered an additional product or service the last time they contacted their bank

6. 4 in 10 felt that the product or service offered were not suitable for their needs

7. What gets offered? Upgraded current account Insurance

8. Consumer Concerns Commission driven sales Bonuses for mis-selling Personalised appropriate sales Senior executive rewards Product based incentives Transparency

9. Incentivisation Sales Complaints Customer Service

10. Regulatory Oversight FSA Retail Conduct Risk Outlook FSA Thematic Work

11. The three Primary interest groups Customers ShareholdersStaff and Management

12. Regulatory Reform

13. Future of Banking Commission Resolution Depositor Protection Separation Consumer Protection Prudential Boards Remuneration Governance - Structural Regulation - - Culture

14. Consumer Issues Sales incentives Charges Switching Loyalty Compensation schemes Complaints Management incentives

15. Any Questions?