Matt
Handfield

Matt specialises in helping firms deliver good outcomes which balance the needs of the business, customers and regulators.

He regularly works with firms of all sizes, from Fintech startups to the largest retail banks, to assess and monitor their existing policies and processes to make sure they are delivering the expected outcomes for customers while also meeting the expectations of regulators. Having spent a number of years in the financial services industry prior to becoming a consultant, Matt has first-hand understanding of the challenges faced by firms when implementing and operating complex processes, as well as what is needed to put things right when they go wrong.

Matt has extensive experience of dealing with customer disputes with direct experience of operational quality control / oversight and FCA engagement for almost all major industry-wide remediation projects in recent years including endowments, PPI and bank charges, along with a number of firm-level s166 projects including investments, mortgages and consumer credit as well as day to day involvement in BAU complaint handling functions.

Recently, Matt has been working extensively with firms on Consumer Duty implementation and post-implementation testing, supporting the creation of effective money laundering policies and frameworks, and providing guidance on interpretation of the PRA and FCA rulebooks.