Registration and Welcome Buffet Lunch

Chairman's Opening Remarks
Eric Leenders, Executive Director Retail, British Bankers' Association

Overview of Proposed Changes to Retail Banking Regulation

• HM Treasury Consultation Paper A New Approach to Financial Regulation
• Consumer Protection and Markets Authority

Emil Levendoglu, Head of Financial Regulation Strategy, HM Treasury

BCOBS and Payment Services Regulations One Year On

• Feedback on the first year's monitoring of BCOBS
• Challenges posed by the Payment Services Regulations (PSRs)
• Issues on the radar for year two

John Burns, Technical Specialist, Banking & Payments Conduct Policy, Financial Services Authority

Ensuring the Effective Handling and Management of Complaints

• Using your complaints data to identify root cause issues
• Identifying issue led complaints what are your complaint volumes telling you?
• Effectively recording, capturing and interpreting complaints data

Tim Oakes, Senior Manager, Service Analysis and Reporting, Royal Bank of Scotland

Coffee break

Debt Collection & Remedies in Scotland

• Personal insolvency in Scotland
• Current remedies: DAS, trust deeds and how they work?
• How can debt be managed better in Scotland?

Rosemary Winter-Scott, Chief Executive, The Accountant in Bankruptcy

The Lending Code

• Update on recent enhancements to the Lending Code and LSB guidance
• Current work in progress
• What changes might we see in the revised code in March 2011

Robert Skinner, Chief Executive, Lending Code Standards Board

The Mortgage Market: UK and EU Regulation

• The FSA Mortgage Market Review
• The EU responsible lending and borrowing initiatives
• How home loans will be sold in the future 

John Lunn, Partner, Morton Fraser

Panel Discussion Priorities and Challenges Over the Next 12 months
With contributions from all speakers

Chairman's Closing Remarks
Eric Leenders, Executive Director Retail, British Bankers' Association

End of Seminar and Networking Drinks