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Consumer Duty
February 2025
Millennium KnightsbridgeLondon

Emma Mitchell
Director of Advisory Services at Huntswood


Emma has been working in Financial Services for over 14 years. She started her career at the Financial Ombudsman Service, spent over 11 years as part of KPMG’s Regulatory practice and is now the Director of Huntswood’s Advisory Services team.

Emma has a wealth of experience across business conduct, remediation, governance and controls, collections, complaints and delivering customer outcomes.

Emma has extensive experience of mobilising and managing reviews of clients’ operating models aligned to the above areas, as well as recommending and / or delivering the actions required to remediate any gaps identified. She is versed in managing programmes of varying size and complexity, and understands the need for proportionality aligned to the specific risks firms face.

Recently, Emma has been actively involved in supporting clients to meet the customer outcome requirements presented by Consumer Duty. She has led pivotal Consumer Duty projects to review products, assess value for money, design and implement outcome testing frameworks and design MI frameworks to monitor outcomes. Emma believes Consumer Duty, if implemented successfully, has the power to unlock significant competitive advantage as well as delivering good customer outcomes.

Agenda Sessions

  • Unpacking what is meant by ‘good outcomes’ and how to evidence this

  • Defining and monitoring good customer outcomes - a practical approach

  • Understanding what counts as ‘Fair Value’ and how firms can deliver this