Turning consumer protection commitment into delivery - remarks by Deputy Governor Colm Kincaid at the Compliance Institute Annual Conference 2026

For compliance and conduct teams, the message is clear: the CBI will expect firms to evidence how they consistently deliver fair outcomes, not merely maintain policies. Supervisory focus is likely to intensify on governance, culture, product oversight, complaints handling, and treatment of vulnerable customers. Firms should revisit consumer protection frameworks, test actual customer outcomes, and ensure board-level accountability for delivery gaps.

While no new rules or deadlines were announced, the speech signals a strategic priority that can shape supervisory engagements and enforcement priorities. Actionable steps include mapping commitments to operational metrics, strengthening management information, and preparing for challenge on how customer outcomes are measured and improved. Proactive firms can turn this into a trust advantage and reduce remediation risk by embedding consumer protection into everyday decision-making rather than treating it as a compliance exercise.