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The Advisory Services team specialises in retail conduct risk: how firms are structured, how they operate,
the products they develop and how they are sold. We help firms to be focussed on quality of customer
outcome as required by the Financial Conduct Authority. Our regulatory consultants work in tandem with our
people, learning and development experts to approach your conduct risk issues from regulatory, employee
training and customer insight perspectives.
Our consultants – regulatory and training experts – come together to form a powerful team of senior experts. When you meet our
experts to understand how we can help, rest assured that those same experts will be working with you when you engage us. We
take the time to understand your goals, get to know your people and provide a truly specific way of achieving those goals for
We have experienced supervisors from the regulator, senior managers from major regulated firms and training experts who have
supported everyone from graduates to leaders in firms across regulated industries. Our consultants do not simply tell you what
is wrong; we engage with your staff to build and implement our recommendations which results in real change.
Paul Scott - Director of Advisory Services
Paul has over 15 years’ regulatory experience having worked as a regulator, a consultant and at a senior level within a regulated firm.
After studying Law at Lancaster University, Paul joined the regulator where he spent seven years involved in supervision of retail financial services firms. During his time with the FSA, he worked as a supervisor and expert in retail conduct of business covering a broad range of retail financial services firms including IFAs, wealth management firms, life companies and banks. His last two years at the FSA were spent in
the major retail groups division supervising one of the big four banks.
After seven years with the regulator, Paul joined KPMG's Financial Services Advisory practice. More recently, he held a number of senior positions within Barclays working within Wealth, UK Retail Bank and Western European businesses. Within the UK retail bank Paul was head of sales quality and investigations responsible for on going business quality and regulatory investigations. Within the Western Europe business unit Paul was Head of Compliance Advisory covering Spain, Portugal, Italy and France working with the business and compliance teams in each country to raise compliance standards.
In November 2010, Paul joined Huntswood as Director of Advisory Services and has led and overseen a variety of engagements.
Phil has over 20 years' experience of leading and managing learning & development programmes for major international organisations both within and outside financial services.
He specialises in helping public and private blue chip companies redefine their sales, service and change management strategies to align their people development with their business plans. As a former Change Consultant, Customer Service and Sales Learning & Development Manager at British Airways, Phil understands the theory and how to apply it, delivering tangible returns for clients.
Phil joined Huntswood in 2007 from customer insight specialists, dunnhumby. Prior to this he was an Executive Director and board member at MSB, a specialist sales and customer service consultancy. Phil’s original role at Huntswood was as a Consultant in the change team. After a brief spell as an Account Director selling and managing Huntswood’s range of services to blue-chip clients he was invited to become Director of Learning and Development. In this role Phil works with clients in identifying the learning needs of their people and then overseeing the successful delivery of training and development programmes.
Darren has over 21 years’ regulatory experience in retail financial services. His
background combines ‘big 4’ consultancies with retail banking and insurance
markets, with a specific focus on conduct risk issues, assurance and projects
which include complaint handling governance, outcomes testing and compliance
Darren joined Huntswood from Deloitte where he was a Senior Manager in their
financial services advisory practice. During his time at Deloitte he project
managed and conducted a variety of engagements including senior manager conduct
risk assurance & oversight, suitability back book reviews & action planning,
along with complaint handling governance & standards, including MI & root cause
analysis development, implementation and compliance effectiveness reviews.
His background of successfully managing and implementing Group-wide regulatory
projects reflect his key strengths of building and maintaining key relationships
and delivering, in collaboration with his clients, solutions to complex
Prior to joining Deloitte, Darren was a Senior Compliance Manager for a
major outsourcer, responsible for the provision of regulatory advice to senior
executives. Darren was also responsible for the development of the firm’s
compliance monitoring framework and production of the compliance annual plan. He
also supported the development of the firm’s TCF program and implementation of
Darren’s other industry experience includes being a Compliance Manager for the
world’s largest building society where he was responsible for identifying and
reporting regulatory change arising from UK and European governing bodies
thereby enabling the Group to prepare for forthcoming change. This was
complimented by his previous role as Senior Compliance Consultant, responsible
for compliance sign off of product development and marketing initiatives
including financial promotions, sales processes and call scripts. Prior to this,
he held the position of Operational Risk Manager responsible for the
implementation and management of operational risk frameworks, construction and
ongoing review of KPIs.
Darren is fully FPC, CeFA and CeMAP qualified.
Stuart has over 15 years' experience of leading and managing transformational change programmes across Fortune 500 companies both inside and outside financial services.
Stuart joined Huntswood from Deloitte where he was a senior manager in the Financial Services Programme Management practice; within this role he was responsible for managing large scale business transformation programmes for major financial services clients including Solvency II programmes, organisational acquisitions and cost reduction programmes. Prior to joining Deloitte Stuart spent six years working for Huntswood Consulting driving operational improvements from regulatory challenges for key financial services firms, including the management of complex TCF programmes and s166 PPI remediation project from inception to delivery, contacting over 200,000 end customers.
Stuart is focused on driving benefit from the challenges that organisations face, ensuring that services are delivered at a lower cost, whilst enhancing their customer relationships.
Clive is an experienced Management Consultant, with extensive regulatory knowledge (especially in training and competence), but also in people and performance
improvement along with coaching. With 20 years’ financial services experience, Clive’s roles have included sales (as a consultant), sales management, training
& competence management, compliance management and internal consultant. He also ran a region of over 300 financial consultants for four years with responsibility
for sales delivery, compliance and development issues.
Stuart has over 14 years of experience in the financial services sector. After studying Mathematics at Hull University Stuart spent
nine years working at regulatory bodies, firstly with the Building Societies Commission and then with the Financial Services Authority. During this time Stuart undertook a variety of roles including relationship managing
the portfolios of retail firms, conducting ARROW risk assessments, implementing risk mitigation programmes, developing MCOB/ICOB policy and rules, project managing the authorisation work for mortgage lenders who applied to the FSA at NM,
and devising and implementing the supervision strategy for mortgage lenders.
Stuart has run and been part of a number of engagements since joining Huntswood. These have included: being responsible for the governance and decision making on an FSA enforcement case relating to mortgage arrears handling, developing a vision and strategy for a top 4 retail bank to implement and embed treating customers fairly throughout the organisation, assisting a top 4 retail bank and a leading
life and pensions provider in driving forward their implementation programmes in respect of product development and after sales care processes, developing and implementing a risk based approach to
compliance monitoring within a leading life, pensions, and investment management
group, and, providing on-going regulatory advice and compliance support for retail firms, particularly in relation to conduct of business regulation.
Stuart has expert knowledge of FSA Rules and their application, is able to apply this knowledge to develop practical operational approaches within organisations and has a demonstrative track record of pragmatic delivery.
Andrew has over 20 years' experience working within financial services. This includes working both as a
tied and Independent Financial Adviser before moving into compliance and risk. For the last fifteen
years, Andrew has specialised in regulatory advice and conduct risk advisory services.
Working in particular with major banking groups and wealth management firms, his expertise spans from
product design to distribution. His particular expertise is in remediation of historic and current
risks (often involving crystallised instances of consumer detriment) and the mitigation of potential,
future risks. Andrew has also significant expertise in performing regulatory health checks, product
governance, review of provider / distributors' advice models and risk profiling.
Joining Huntswood from Ernst & Young, his previous role included a number of high profile engagements,
where he led remediation and regulatory programmes at major retail firms. He has supported firms in
their dialogue with the regulator which included attendance at the Regulatory Decisions Committee and
Financial Services & Markets Tribunal as part of a supporting role for a firm subject to enforcement
Andrew holds the CII Financial Planning Certificate and CISI Diploma in Investment Compliance.
Clare has over 30 years’ experience in the financial services sector and has held positions at the
FSA, as a lead firm supervisor for Aviva (GI and Group), and as a technical specialist managing business
model analysis under the core prudential programme for insurers.
Clare joined Huntswood from Aviva where she was Group Head of Regulatory Risk. This role included
responsibility for regulatory relationships with the FCA, the PRA and the College of European Supervisors
with regular firm / regulatory interactions across a broad range of prudential and conduct risk areas.
She has held several senior roles in the insurance industry spanning retail underwriting, product
development, financial promotions, pricing strategies and training & competence regimes. Her complaints
expertise covers complaints management and root cause analysis, and her quality assurance expertise
incorporates customer contact centre monitoring and second line oversight of an Authorised Representative
network. Clare’s expertise also extends to a strong understanding of firms’ operational risk and operational
loss strategies and approaches to customer feedback analysis. This includes the continuous improvement
feedback loop into business processes such as product design, customer contact centre operating models and
business continuity / disaster recovery planning.
Clare has five years’ experience leading IT departments including the roll out of project management
methodologies and time management systems, management of IT business analysis, development and infrastructure
teams, as well as running change projects both in the UK and internationally, incorporating offshore
Clare’s qualifications include FCII, MBA, FPC, CeMAP, Prince 2 and Six Sigma (black belt).
Fiona is an inspiring leader who is able to motivate and get the best out of people through major change programmes. She works as a Leadership Development Trainer, Executive Coach and Business Change Consultant and has held senior management posts in the not for profit and private sectors. Fiona is passionate about empowering the people she works with to help them, and ultimately their organisations, fulfil their potential.
Fiona has three years’ experience as a successful, independent consultant working in PCT, hospital and shared services environments. She has worked as a Senior Leader of support services teams for eight years, including business planning, business improvement, technical teams, systems teams, policy & corporate affairs, quality, training, data integrity and risk management. Fiona also has experience leading and programme managing several major organisational design pieces of work in the Law Society and the Prudential.
Nick has over 23 years’ experience within the financial services sector having worked as a regulator
and at senior levels within regulated firms and management consultancies.
Nick joined Huntswood from the FSA where he was a senior associate and supervisor in retail conduct
of business covering a broad range of retail financial services firms including IFAs, wealth managers,
SIPP operators, mortgage advisers and general insurance brokers. During his time at the regulator he
was a key member of the treating customers fairly (TCF) assessment program, the retail distribution
review (RDR) implementation team and the business risk awareness workshops. Nick has extensive experience
in all aspects and sectors of regulatory supervision, including individual case work, thematic projects,
supervisory visits, conducting face to face and telephone firm assessments and regulatory change management.
At the FSA, Nick was also responsible for delivering RDR roadshows and business risk awareness workshops
to firms and compliance consultancies and led the regulator’s relationship with the Association of
Professional Compliance Consultancies (APCC).
Before Nick joined the regulator he was head of quality and risk at a major outsourcer, responsible
for the strategy and delivery of all aspects of quality assurance and operational risk management.
Nick was also the client relationship lead on all projects, ensuring the smooth implementation of
procedural change and regulatory change control. He was responsible for the strategic development
of the TCF program, including implementation and monitoring of TCF tools and culture.
During Nick’s career he has held various senior positions dealing in all aspect of quality assurance
and has extensive working experience of ‘quality models’ and a proven track record in successful
accreditation of staff and consistently over achieving set quality targets. He also retains detailed
knowledge of BSI audit accreditation standards and processes.
Nick has a simple ambition… "to assist firms in improving each and every customer's
experience through simplicity, understanding & skilled interaction".
Tracy has 18 years' experience in retail financial services specialising in
regulatory risk, compliance assurance and regulated sales. Tracy has recently
led complaint handling assurance reviews as well as current business reviews to
assess appropriateness and suitability for mortgage, protection, insurance and
Prior to joining Huntswood, Tracy led and managed one of the
compliance monitoring teams for the world's largest building society where she
was responsible for the design and implementation of the annual compliance plan
for retail sales. She managed the delivery of thematic and 'deep-dive' reviews,
taking specific accountability for the delivery of high quality compliance
reports to senior business executives. Tracy also led the firm's 'mystery
shopping' programme across the full product range for a regulated sales force of
circa 3500 FTE.
Tracy's other experience includes the role of senior compliance
consultant providing advice and guidance on compliance policy with a focus on
the on-going support and development for sales and marketing of mortgage,
general insurance, protection and investment products. Prior to this, Tracy was
responsible for the firm's training & competence arrangements, including
construction and on-going review of regulated sales quality KPIs.
Tracy has a
firm understanding of FSA rules and their application, is able to apply this
knowledge to develop practical operational solutions with a proven track record
of delivery. Tracy is fully FPC and CeMAP qualified.
Gillian has over 18 years’ financial services experience that combine consultancy and regulatory experience, both with the FSA and the FOS. At Huntswood, Gillian has designed and implemented an investment back book review resulting from a section 166 review. She has also been responsible for the design and delivery of regulatory training for in-house file review and compliance staff and has been the technical lead on a number of skilled persons reviews. Gillian is experienced in the use of six sigma and lean methodologies, as well as in training design and delivery.
Prior to joining Huntswood, Gillian worked at Deloitte where she was engaged on a mortgage advice skilled person investigation and a major review of complaints for a large retail bank, specifically focussed on complaints identification and reporting. She was also the technical lead for PPI complaints referred to the FOS for a large UK bank and provided technical oversight during a remediation exercise of specialist investments sold for IHT planning.
Working at the FSA in the Major Retail Groups Division, she supervised conduct of business for one of the UK’s largest banking groups. Prior to this, she set policy for FOS, FSCS and provided technical guidance on FSCS coverage. She was also consulted on pension switching, prudential requirements for personal investment firms and structured products work resulting from the collapse of Lehman Brothers. Prior to joining the FSA, Gillian spent six years at the FOS as an Assistant Service Review Manager dealing with technical jurisdictional queries and FOS’s handling of complaints. She came to this with experience from various roles within the financial services industry covering life and pensions, mortgages and general insurance.
Laura is a Consultant in our Advisory Services practice with a strong background in retail financial services; specifically
focused on conduct risk issues, assurance and projects within retail banking and general insurance. Since joining Huntswood
in 2008 she has been has been involved in the delivery of a variety of projects including: large scale customer contact and
remediation programmes; audit and past business review; development of sales processes and risk-based compliance monitoring
frameworks. She has also been involved in review and assurance programmes in relation to financial promotions, treating
customers fairly (TCF), and training and competence (T&C) schemes.
Most recently, Laura assisted a UK building society with the development and implementation of an outcomes focused quality
assurance framework, which included creating policy, processes and procedures for a newly established team.
Whilst Laura primarily focuses on conduct risk issues, she has also been involved in a variety of learning and development
programmes, including an engagement with a retail bank to assist with the roll out of their new general insurance products.
This programme focused on the design and delivery of a four week induction programme for over 900 non-advising customer
Laura has a degree in Philosophy from the University of Southampton and is part way through completing the CII Diploma in
Regulated Financial Planning.
Chris graduated with a degree in Business Economics from Surrey University in
2008, joining Huntswood as Executive Assistant to the CEO. His areas of research
expertise were merger and acquisitions opportunities and expansion into new markets, geographic and propositional. He reported and presented annual business plans and budgets to the board and delivered implementation projects across the business on strategic and operational levels.
After a secondment with Huntswood’s commercial management department, Chris developed his particular interest in regulatory consulting joining the advisory services team in 2011. To date, Chris has delivered consulting support on a mortgage remediation and arrears handling project whilst studying for the CII
certificate in financial planning.
Stephen has four years’ professional services experience, predominantly in financial services. He joined Huntswood in 2010, and has played a critical role in projects across the group.
Stephen began his career in executive search where he held line management responsibilities. He was highly commended by the Institute of Recruitment Professionals for his approach to clients and, in 2012; Stephen was named Best Management Consultancy Recruiter in Top-Consultant.com's annual survey.
Since joining Advisory Services, Stephen has gained experience across a number of engagements including; a past business review relating to investment advice for a building society, supporting a skilled persons engagement for a retail intermediary, delivering diagnostic study and training needs analysis for a high street consumer credit firm, creation of the best advice guidelines and a tailored replacement business framework for a large investments and life insurance provider, the design and implementation of an outcomes testing methodology for a large mutual and providing regulatory insight on Training & Competence and incentives for a retail bank.
Stephen has also been key in developing Huntswood’s consumer credit proposition, defining how to best support firms on the journey they are making from OFT regulation to the FCA.
Stephen has a degree in geography from the University of Southampton, and is currently studying for the CII diploma in regulated financial planning.
Jess graduated in 2010 from the University of Reading with a degree in English Literature. In the same year Jess was elected as President of Reading University Students' Union, a full time post for one year, in which she provided strategic leadership, managing the charity of 18,000 members and over 70 full time staff. During this year Jess developed her facilitation and diplomacy skills acting as Chair of the Union’s Trustee Board, Governor of the University of Reading, and line manager the Union’s Chief Executive.
In 2011 Jess joined Huntswood’s Bid Management Unit and became responsible for overseeing the creation of compelling, aesthetically effective proposal documents. In 2013, Jess joined Huntswood’s Advisory Services practice as a Consultant of Learning and Development. Since joining Advisory Services, Jess has provided oversight on a number of client projects with responsibility for day-to-day contact and quality assurance and is in the process of completing a coaching qualification.
Simon joined Huntswood in 2012 after graduating from the University of Brighton with a first class honours
degree in finance and investment where he specialised in complex investment analysis, investment strategy and
the behaviour of financial markets. Prior to this, Simon gained experience working in the financial services
industry as a mortgage and insurance consultant.
Since joining Huntswood, Simon has been part of a large project where he has operated as an MI analyst
responsible for insight reports, trend analysis and progress reporting to the firm’s senior management. He
has also developed tailored calculators for remediation and investment portfolio comparison purposes.
Simon has played a key role in the development of Huntswood’s propositions and is currently studying for the
CII diploma in regulated financial planning.
Rachel is an experienced marketing and learning & development professional with a particular interest in the use of technology and social media in organisational development and customer relationships. With nearly 20 years’ experience in business, with the last 10 years spent specifically in learning and development, she has worked in a range of sectors including real estate, education, charity, public and private sectors. Rachel’s strength is combining her business, training and marketing acumen with excellent organisational skills to develop, resource, manage and deliver a variety of learning & development and customer experience programmes.
Maggie has a strong background in financial services having joined Aviva in 1992 and has held a number of positions within customer service, complaints handling and compliance.
She joined Huntswood in 2003 as a Senior Business Reviewer, working on a number of client projects over a five year period, but recently moved in to the people, learning and development team to develop new business areas and help support the administration of client projects.
After a number of years’ gaining significant experience working with Reed Learning by resourcing trainers and managing key services client accounts, Melinda joined Huntswood’s resourcing team in October 2010 to support the people, learning and development (PLD) department; in this role, Melinda concentrates on the ongoing recruitment and placement of Learning and Development Consultants. Since joining the team, Melinda has enjoyed success in placing associates with a series of high profile clients and is actively engaged in growing the candidate database in the PLD area. If you design and deliver training within financial services, Melinda is the Resourcing Consultant to call.
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Corporate social resposibility
Governance, culture and controls
Investments and pensions
Managed client services
Permanent and interim