The Consumer Duty Toolkit

Nottingham Playhouse
Thursday, 09 February 2023
9:30 am – 2:00 pm (UK time)
    • Jeff Heasman, Insurance Upskill

Two key pillars of the new Consumer Duty are consumer understanding and consumer support. With a move towards outcomes-based regulation, the need for a skills toolkit to stay on the right side of the regulation is critically important.

During this session, you will learn skills based around:
➢ working in an outcomes-based regulatory environment
➢ communicating in a way that aids accessibility and understanding
➢ checking understanding to facilitate informed decision-making
➢ recognising and handling behavioral biases throughout the customer journey
➢ recognising and dealing with vulnerable customers

The session is interactive and includes exercises and simulations that will help you practice the skills learnt and how to evidence outcomes. It is aimed at those working within the UK insurance and financial services industry.

Duration - 3 hours


The session is being held at The Playhouse in Nottingham. This has easy access to public transport and lots of paid parking on the Circle or surrounding streets.

Refreshments provided - Tea/Coffee, Pastries & Biscuits


Jeff has been invaluable in helping the NII deliver quality and relevant training to our members and this session is no different.

With a portfolio of international clients from across Asia Pacific, Europe and sub-Saharan Africa, Jeff has vast experience in delivering practical training based around his in-depth knowledge and practical experience.

A former litigation executive and a former senior liability adjuster, he has a bachelors and master’s degree in law, is a qualified language teacher, a graduate of the Yale University School of Management Executive Education program and he is a member of the Academy of Modern Applied Psychology and the Association for Business Psychology.

Jeff has particular experience in providing training and consultancy to insurance and financial services organisations based around the synergy between product design, brand promises, marketing messages and customer expectations

  • Nottingham Playhouse
  • Wellington Circus
  • Nottingham
  • NG1 5AF

CII Accredited

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

3 hours' 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