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Karen Smart
Conduct and Compliance Advisor at Sainsbury's Bank


Karen has worked in financial services for the last 19 years, of which, 11 have been spent working in complaints management.  She has experience of working across a wide product range including mortgages, LP&I, banking and general insurance.

Currently working for Sainsbury's Bank she is responsible for external stakeholder engagement and leading FOS and Executive complaints. Karen has a keen regard for regulatory and industry insight and attends the UK Finance Complaint Handling Working Group.  Working with colleagues, she is supporting with developing the bank wide approach for customers in vulnerable circumstances. Along with acting on the lessons that can be learned from complaints, Karen’s overall approach is about fair outcomes and consistency.

Agenda Sessions

  • Addressing Customer Vulnerability and Managing Responsibilities

  • Improving Approaches to Identifying and Handling Vulnerable Customers


Speakers at this event