Why is the FSA looking at culture?
In the July 2006 paper ‘Treating customers fairly – towards fair outcomes for consumers’ we stated that we intended to look at some of the organisational and management arrangements that may encourage or inhibit the move from senior management commitment to the consistent delivery of fair treatment of customers in all parts of a firm’s business’. We believe that it is only through establishing the right culture that senior management can convert their good intentions into actual fair outcomes for consumers.
