What will consumer duty mean for financial services?
Director of Consumer and Retail Policy, Financial Conduct Authority
Nisha Arora joined the FCA in February 2018 and is Director of Consumer & Retail Policy. Nisha’s division is responsible for developing and maintaining the rules relating to the conduct of firms manufacturing and distributing retail financial products, including insurance, consumer credit, mortgages and retail banking. The division also leads the FCA’s overall consumer strategy, including vulnerability and consumer insight (such as the Financial Lives Survey), and regulatory family coordination and oversight (including, the Financial Ombudsmen Service and Financial Services Compensation Scheme). Nisha led the FCA’s work to protect and support consumers affected by the pandemic. Prior to her joining the FCA, Nisha held Senior Director roles at the Competition and Markets Authority (where she oversaw its Consumer Protection work) and the Office of Fair Trading. Previously, Nisha served as a senior legal adviser in the Department for Business, Energy & Industrial Strategy and the Cabinet Office. Nisha trained as a solicitor with Denton Hall.