Nearly a decade after the financial crisis the retail banking sector has seen new laws passed, new regulations published and competition remedies issued. But has the customer experience improved?
At this year’s flagship BBA Annual Retail Banking Conference we’ll be discussing and debating the following questions, as well as exploring the role of technology in all its guises including fintech, open banking, digitisation and more:
Are customers benefiting from better products and services to meet their needs?
Have challenger and specialist banks opened up more choice?
What have the newest banks – those yet to receive a licence – got to offer customers?
The BBA’s Annual Retail Banking Conference is the only retail banking conference organised for the industry, by the industry. Engage with over 300 of your peers from senior leadership teams from across the sector and discuss the biggest topics affecting your sector.
Confirmed speakers include:
Andrew Bailey, Chief Executive Officer, Financial Conduct Authority
Steve Cooper, CEO Personal Banking & Executive Director – Europe, Barclays
Gillian Guy CBE, Chief Executive Officer, Citizens Advice Bureau
Andy Haldane, Trustee, National Numeracy and Chief Economist and the Executive Director of Monetary Analysis and Statistics, Bank of England
Simon Kirby MP, Economic Secretary to the Treasury, HM Treasury
Les Matheson, CEO Personal & Business Banking, RBSG
Francesca McDonagh, Head of Retail Banking and Wealth Management – UK, HSBC
Javier San Felix, Head of Retail Banking and Deputy CEO, Santander
Caroline Wayman, Chief Executive & Chief Ombudsman, Financial Ombudsman Service
For organisations wishing to send several of their team, we are pleased to offer further discounts for group bookings (applicable where all attendees are employed by the same organisation and are registered under one booking):
4 for the price of 3
7 for the price of 5
10 for the price of 7
For groups of 12 or more, every second delegate attends free of charge
This one-day conference will feature a mix of keynote addresses, panel discussions and Q&A sessions; giving you the opportunity to hear from industry leaders and subject matter experts who will provide a range of regulatory and consumer advocacy perspectives, as well as first-hand, practical insights from the banks and their professional advisors.
We’ll be discussing and debating the following questions, as well as exploring the role of technology in all its guises including fintech, open banking, digitisation and more:
Are customers benefitting from better products and services to meet their needs?
Have challenger and specialist banks opened up more choice?
What have the newest banks – those yet to receive a licence – got to offer customers to entice them away from their current bank?
09:00Opening remarks from the conference Chair
09:05Welcome from BBA
09:10CEO panel discussion
Competition and Markets Authority remedies need implementation, ring-fencing operationalisation is in full-swing, there is still some residual European legislation to implement – and a tail of legacy issues to mop-up. The economic forecasters are sending mixed messages for 2017 and margins (the bellwether of retail banking) are compressed. Yet against these headwinds, the large retail banks are performing well – so what’s the outlook for the year ahead?
09:55The Political Agenda
The UK is entering unprecedented political waters, with the decisions of the next couple of years likely to affect the lives of a generation. This key note presentation by Simon Kirby MP, Economic Secretary to the Treasury will provide a unique view from inside the heart of Government on the issues-du-jour and the opportunities and challenges facing the current administration.
10:15Culture and Conduct – The Regulatory View
Nearly a year to the day after taking the hot-seat, Andrew Bailey, Chief Executive Officer of the Financial Conduct Authority has been making things happen. The annual business plan will be accompanied by a clear mission that looks to steer the regulator to the big issues and provide a defined structure within which it might act. Meanwhile, the FCA continues to consider a number of thematic reviews; our second key note answers the question – what’s next?
Session outline TBC
11:45Specialist and challenger banks panel discussion
In short – after a decade of calls for a level playing field to allow specialists and new entrants to compete effectively in the retail banking market, has enough been done? And will the Competition and Market Authorities’ remedies unlock the market? Or do the long running issues of capital, access and tax continue to dog the sector?
12:30Competition – a force for good
The Competition and Markets Authority’s remedies – following a lengthy investigation into the sector – have certainly sparked debate. Clearly, the CMA is confident that its interventions will tackle the adverse effects on competition that it has identified – but others are not so sure. Alasdair Smith, Chairman, Retail Banking Market Investigation will lay out the case for change, the intent behind the remedies and his vision of a personal current account market freed of adverse effects on competition.
13:35“TED” pitch on National Numeracy
Andy Haldane, Trustee, National Numeracy and Chief Economist and the Executive Director of Monetary Analysis and Statistics at the Bank of England.
13:50Free, Fair For Everyone
The step-change in complaints reporting with the Financial Conduct Authority has again put customer relations under the spotlight. Legacy issues continue to drive significant volumes of complaints, but what is the underlying outlook? And what does the Ombudsman see, when asked to intervene. Caroline Wayman, Chief Executive & Chief Ombudsman returns to our annual conference to give us the current picture.
14:10Tech / Fintech panel discussion
FinTech Entrepreneurs or Digital Disruptors are just a couple of descriptions given to the new wave of technology driven businesses that are looking to carve out market sectors that might yet prove to be the next “unicorns”. But what can we expect from this corner of the market – and how will it help our day to day financial affairs. With a number of breaking innovations showcased at the conference, the innovators behind the ideas share their thoughts on tomorrow’s banking world.
Which? magazine has been the steadfast voice of the consumer for over half a century – and again finds itself campaigning for change in the banking sector. Charges and customer service continue to be bugbears – so what should the industry be considering if it wants to achieve the coveted Which? Recommended status?
For several years the industry’s working relationship with Citizen’s Advice has been a healthy balance of strategic partner and critical friend. Gillian Guy, Chief Executive of the Citizens Advice Bureau and Chair of the BBA Consumer Panel and has been instrumental in driving change that supports customers when they are often at their most vulnerable. To round off the day, we will hear from the perhaps the most important voice of all; the voice of the customer that needs the industry’s help and support.
CEO Personal Banking & Executive Director – Europe, Barclays
Gillian Guy CBE
Chief Executive Officer, Citizens Advice Bureau
Trustee, National Numeracy and Chief Economist and the Executive Director of Monetary Analysis and Statistics, Bank of England
Simon Kirby MP
Economic Secretary to the Treasury, HM Treasury
CEO Personal & Business Banking, RBSG
Head of Retail Banking and Wealth Management – UK, HSBC
Javier San Felix
Head of Retail Banking and Deputy CEO, Santander
Chairman, Retail Banking Market Investigation, Competition and Markets Authority
Chief Executive, Which?
Chief Executive & Chief Ombudsman, Financial Ombudsman Service
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