Age of Accountability: When Reputation Meets Regulation

The combination of a mission-driven UK Government, interventionist regulators and vulnerable consumers spells danger for any business which falls short of expectations of customer care in financial services, energy, utilities and other regulated markets.

Our expert panel will discuss the challenges and opportunities for firms to build positive reputations and relationships in a climate where customer neglect and poor outcomes can unravel the most carefully crafted brand promise.

Join us to hear from and put your questions to:

• Paul Morgan-Bentley, Head of Investigations at The Times who led the newspaper's multi-award-winning reporting of British Gas' use of debt collectors to force-fit prepayment meters in customers' homes

• James Daley, Managing Director of Fairer Finance drawing on 20 years as a consumer campaigner and journalist for Which?, the Daily Telegraph and the Independent

• Kelly Edwards, Head of Public Policy at Instinctif Partners with deep expertise in Labour policy and regulated markets, having served as a ministerial aide, local councillor and committee chair

• Alex Belham-Harris, Head of Energy Consumer Markets at Citizens Advice, reflecting on campaign work including a landmark report on the regulation of energy suppliers which led to major industry reforms.

Event Venue & Nearby Stays

Instinctif Partners, 65 Gresham Street, London, United Kingdom