Clarity in a crisis: Driving digital conduct in a pandemic age Challenges and opportunities for financial services in the FCA 2020/21 Business PlanForeword by Dr Sian Lewin 2020 has seen an accelerated and, I believe, irreversible switch to digital channels for banking, insurance and other financial services. Financial firms have had to respond quickly, ensuring customer services are up to the task, not to mention their technology. Amidst all of this, regulated firms cannot afford to overlook compliance and the conduct risks associated with going digital. Indeed, the hastily redrafted 2020/21 Business Plan from the UK’s Financial Conduct Authority emphasises the need for the continued protection and fair treatment of customers—particularly those that are vulnerable—especially th

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