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Conduct Risk

The FCA focuses on good customer outcomes and how a firm achieves this through staff conduct at all levels of the business. Conduct Risk is a keystone of regulation.

Conduct Risk refers to the risk of an individual or financial firm behaving in a way that negatively impacts market competition, causes detriment to a customer or reputational damage to the business.

Our Conduct Risk Course explains the FCA's approach to Conduct Risk as well as how to recognise and manage conduct risks in daily operations.

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Learning objectives

  • Recognise what Conduct Risk is and the complexity of managing it
  • Recognise the Firm's commitment to properly conduct all aspects of our relationship with our customers
  • Understand how we manage Conduct Risk in our business
  • Understand your responsibility to ensure proper conduct

    What can you expect your employees to learn?

Welcome

What is Conduct Risk?

The Financial Conduct Authority (FCA)

  • The FCA's approach
  • The FCA's objectives
  • Exercise: What do you think?
  • What is Conduct Risk?
  • Conduct Risk issues
  • Principle versus risk-based regulation
  • The FCA's 11 Principles for Business

How is Conduct Risk defined?

  • How we manage 'Conduct Risk'
  • Exercise: Risk effects

Conduct Risk's 9 Key Drivers

  • Group 1 - Inherent Risks
  • How do we deal with Inherent Risks?
  • Group 2 - Structure & Behaviours
  • How do we deal with Structural & Behavioural Risks?
  • Group 3 - Environmental
  • How do we deal with Environmental Risks?
  • Exercise: Categorise the risks

Conduct Risk - the FCA's expectations

  • What does this mean in practice?
  • The focus of Conduct Risk
  • What does this mean for us in practice?
  • You make the call: Is it expected of us by the FCA?

Conduct Risk and our business

  • Mitigating risks
  • Exercise: Mitigating risks

Corporate culture

  • Measures against Conduct Risk
  • The top-down approach
  • Senior team responsibilities
  • How do we achieve this?
  • Scenario: Is this a good Conduct Risk culture?

Good business practice

  • The cornerstones of good business practice

Corporate Governance

  • Executive & non-executive involvement
  • Conduct Risk implications
  • How do we demonstrate effective Corporate Governance?
  • Systems & Controls
  • Examples of Systems & Controls
  • Demonstrating effective Systems & Controls
  • Scenario: Conduct Risk mitigation
  • Our own Systems & Controls
  • Effective risk management
  • Benefits of good business practice

Conduct Risk & the 'Customer Journey'

  • Conduct Risk versus TCF
  • Exercise: Conduct Risk or TCF?

Product Design & Governance

  • Product approval - new firm responsibilities
  • Questions at the Product Design stage
  • Product Design evaluation
  • Our Product Design & Governance
  • Scenario: Product design

Disclosures, Terms & Conditions

  • Actions to mitigate Conduct Risk
  • Our Disclosures, Terms & Conditions
  • Exercise: Disclosures, Terms & Conditions

Sales

  • We are all responsible
  • Avoiding mis-selling
  • How we sell
  • Scenario: Effective Conduct Risk mitigation

'It does what it says on the tin' - After-sales service & transaction handling

  • Dealing with mistakes
  • After-sales service & transaction handling
  • Scenario: After-sales Conduct Risk mitigation
  • Conduct Risk - Example 1
  • Conduct Risk - Example 2
  • Conduct Risk - Example 3
  • Conduct Risk - Example 4

Summary

Affirmation

Assessment

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Your questions, answered

Common FAQs

Are Skillcast courses SCORM-compliant?

Yes. This means they can be delivered via the Skillcast Portal or any other SCORM-compliant Learning Management System.

What other tools are needed beyond training?

A comprehensive compliance solution often needs more than just training. Alongside e-learning, tools like declarations, surveys, and registers that track compliance tasks are usually essential. Skillcast provides full support to help you set up these additional tools.

Is our training content still compliant with the latest legislation?

  • You can check the latest course content updates in our library updates page: https://www.skillcast.com/compliance-course-library-updates
  • For major legislative changes, we:
    • Will send you email alerts to ensure you are notified
    • Offer you a free trial of newly created or updated content
    • Host webinars with compliance experts to explain the changes and how our training supports your ongoing compliance

Can you translate our content into other languages?

Yes, we offer translations in a wide range of languages. Let us know your needs, and we’ll confirm availability or work with you to plan translations for your selected modules.

How can I give employees a secure way to record suspicious activity so we can act quickly?

Our Suspicious Activity Register allows staff to log concerns or irregularities they observe, helping you detect potential issues early. The secure register can be reviewed by compliance teams, enabling prompt investigation and action.

What file types are supported by the Skillcast system?

Features

Supported file types and details

File Exchange

File types: PDF, Excel spreadsheets, Word documents, SCORM and xAPI files, and compressed zip files. Max file size: Default is 1GB, can be increased to a max of 2GB

SCORM files

Versions: SCORM 1.2, SCORM 1.2 for Moodle, SCORM 2004 2nd, 3rd and 4th Edition. Max file size: 1024MB

xAPI file

Max file size: 2GB

Videos

File types: MP4 or MOV. Videos must be optimised, with a max file size of 100MB. If the file is bigger, our Design Team can help

Images

File types: jpg, png and gif. The file size should ideally be 100KB, but it can be up to 250KB

CPD evidence

File types: Word, PDF, Excel and CSV. File size: the limit should be whatever the portal config option is set to. Servers are set to max 2GB

Policy documents

PDF or Word File size: the limit should be whatever the portal config option is set to. Servers are set to max 2GB

Offline activities evidence

File types: PDF, DOC, DOCX, XLS, XLSX, CSV, PNG, GIF, JPEG, JPG, PPTX and MSG. File size: the limit should be whatever the portal config option is set to. Servers are set to max 2GB

Client logo files

File types provided by client: EPS, PDF, AI and SVG

Registers

PDF, DOC, DOCX, XLS, XLSX, CSV, PPT, PPTX, POT, PPA, PPS, JPG, JPEG, PJEPG, PNG, BMP, GIF, MP4, MOV, WMV, CPTX, CP, TXT, ZIP and MSG files

Declarations

JPG, JPEG, PNG, GIF, XLS and XLSX files