FSA Compliance

CLIENT: Mortgage Provider/ Consumer Lending: regulation of mortgages and payment protection insurance ... staff across the whole of England and Wales ... scenario-based training programme using DVD within a workshop setting ... guidance for non-sales staff.

When the FSA took over responsibility for regulating mortgages, and then payment protection insurance, our client was faced with the enormous task of ensuring that branch staff across the whole of England and Wales were fully trained and able to act compliantly as soon as the regulations came into effect.

A scenario-based training programme was developed, using DVD within a workshop setting, to ensure that all the sellers received a consistent message within the short period of time available. The series of scenarios allowed sellers first to observe compliant interviews, then to learn to spot non-compliant practices and finally to be tested on their ability. A large number of video examples was required to provide sufficient practice and also to provide new scenarios for assessment. Members of the Hiltrain team worked alongside the bank's compliance team to produce the series of DVDs.

In addition to producing the DVDs, we provided guidance for all other bank staff in the form of a leaflet that explained what they could and could not say when answering customer queries and handing on potential buyers to the mortgage and loan sellers.

As a result of this programme all selling staff - and their managers – could be sure that they continued to give their customers top quality service while being confident that they were fully compliant.