Sales and Service: a new warning from the FCA about distribution chains

The Mandolay Hotel & Conference Centre
Tuesday, 31 March 2020
6:00 pm – 7:15 pm
    • Jeff Heasman

>> Event Overview

Earlier this year, the FCA published its Thematic Review of the general insurance distribution chain. The FCA concluded that as business models have evolved and distribution chains have become more complex, the potential for customer harm has significantly increased. The FCA is issuing an immediate call to action to all general insurance firms.

In this session we will look at the key findings and recommendations from the FCA´s Thematic Review and discuss the FCA´s expectations and next steps.

>> Learning Objectives

By the end of the session, participants will be able to:

  • Identify the key findings from the FCA´s Thematic Review of the general insurance distribution chain.
  • Recognise the practices identified as creating potential for customer harm.
  • Implement a strategy to meet the FCA´s expectations as set out in the Thematic Review.

>> About our speaker

Jeff Heasman is a professional trainer who specialises in communication skills within the insurance and financial services sector. Jeff is a certified practitioner in Neuro-Linguistic Programming (NLP) and a professional member of the Academy of Modern Applied Psychology.

In addition, Jeff holds a bachelors degree in law from the University of Glamorgan and a master of laws degree from Swansea University, as well as a postgraduate certificate in teaching English language to adults.

Jeff spent many years in practice as a litigation executive, dealing with cases up to and including the Court of Appeal in London (England v IBC Vehicles Ltd) and as a senior liability adjuster at Crawford and Company. Subsequently he was Dean of the Faculty of Law at Cavendish University in Zambia, has been a tutor at Swansea University and a lecturer in international negotiation skills to MBA students at ESIC University in Spain.

Jeff now combines his experience and expert knowledge to provide communication skills training to prestigious organisations, companies and individuals throughout the world.

>> COVID-19 Virus

We are sure that you are aware of the changing situation in relation to the spread of the COVID-19 virus.

The current CII approach is not to routinely cancel or postpone events. However, we would like to encourage all members to take reasonable and pragmatic precautions against the spread of the COVID-19 virus.

The CII is currently taking the following steps to reduce risk at events:

  • We recommend all attendees to stay up-to-date with the public health advice. The Government has updated it’s advice for travellers returning from various countries and you can find full details (updated daily) here. You can also find some important information about the virus here.

  • Physical greetings (e.g. shaking hands) is discouraged

  • Where refreshments are being served, hygiene standards should be carefully observed to minimise physical contact with food (eg. Please only use tongs or spoons for food)

  • Masks are not required or encouraged as current guidelines state they should only be worn by symptomatic individuals on the recommendation of a healthcare professional.

The CII has a dedicated working group who are monitoring the situation on an ongoing basis. The guidance above may change at short notice and any changes will be communicated to you at the earliest opportunity.

  • The Mandolay Hotel & Conference Centre
  • 36 - 40 London Road
  • Guildford
  • GU1 2AE
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CII Accredited

This demonstrates the quality of an event and that it meets CII member CPD scheme requirements.

1 hour's CPD can be claimed for this event if relevant to your learning and development needs.

It is recommended that you keep any evidence of the CPD activity you have completed and upload copies to the recording tool as the CII may ask to see this if your record is selected for review. Details of the scheme can be viewed online at