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Consumer Duty
February 2025
Millennium KnightsbridgeLondon

Ed Marks
Head of Group Customer Outcomes at AA


With 15 years experience in Financial Services risk and compliance, I have more recently focused on the fair treatment of vulnerable customers and continued delivery of good customer outcomes. As consumer duty lead, my current focus is ensuring that the principles and outcomes of the Consumer Duty are embedded across the customer journey and product lifecycle. I have a good understanding of the common challenges faced by organisations in evidencing an effective control framework and provide practical guidance and solutions in turning regulation into reality.

Agenda Sessions

  • Adapting and testing your communications to meet the needs of customers with characteristics of vulnerability