Webinar | Consumer Duty 2.0: From Avoiding Harm to Promoting Good Outcomes

Since the introduction of the Consumer Duty, the regulatory landscape has shifted fundamentally from a "checklist" approach to one rooted in outcomes. However, for many firms, the initial implementation phase focused heavily on the negative: avoiding foreseeable harm.

As we move into "Consumer Duty 2.0," the focus is evolving. It is no longer enough to simply ensure that customers are not being disadvantaged; the Financial Conduct Authority (FCA) and global regulators such as the Gibraltar Financial Services Commission (GFSC) now expect firms to proactively demonstrate how they are promoting good outcomes.

The Gibraltar Association of Compliance Officers (GACO), in collaboration with the Chartered Institute for Securities & Investment (CISI), invites you to an essential webinar designed to help compliance professionals, Senior Managers, and Boards navigate this next level of regulatory maturity.

What We Will Cover

This session moves beyond the basics of implementation to explore the strategic and cultural shifts required to deliver—and evidence—genuine value for consumers. Key discussion points include:

• Moving Beyond "Harm Avoidance": Defining what a "good outcome" actually looks like in a Gibraltar-based financial services context.
• The Data Challenge: How to evolve your Management Information (MI) from "proof of compliance" to "proof of value."
• Vulnerability & Inclusion: Deep-diving into the nuances of consumer vulnerability and the shift towards personalised support.
• Price and Value: Navigating the complex requirements of value assessments and ensuring they stand up to regulatory scrutiny.
• Culture & Governance: Embedding the Duty into the DNA of the firm—from the Boardroom to the front line.

Why Attend?

Whether you are an MLRO, a Compliance Officer, or a Senior Manager under the Individual Accountability Regime, this webinar will provide practical insights and international best practices. Featuring expert speakers from both the CISI and the local Gibraltar compliance community, we will bridge the gap between high-level regulatory theory and day-to-day operational reality.

Speakers

• Mary Boyd – Representing CISI (Expert in UK/International Regulatory Standards)

Registration

This event is open to CISI Members, GACO members and non-members alike. Members of the CISI may also claim this session towards their annual CPD requirements.

• CISI Members: Free Attendance (quote your membership name on the registration)
• GACO Member/Non-Members: £25 GACO-Members; £40 Non-GACO-Members

Speaker

Mary Boyd, ACSI - President of the Gibraltar CISI National Advisory Council (NAC)

Mary Boyd is a highly accomplished regulatory and risk professional with almost three decades of experience in the international financial services sector. She currently serves as the Head of Insurance, Conduct of Business & Supervision at the Gibraltar Financial Services Commission (GFSC). In this pivotal role, she leads the regulatory oversight and supervisory strategies for Gibraltar’s robust insurance market, with a primary focus on ensuring high standards of conduct and the protection of consumer interests.

In addition to her regulatory duties, Mary is the President of the Gibraltar National Advisory Council (NAC) for the Chartered Institute for Securities & Investment (CISI). As an Associate of the Institute (ACSI), she is a key ambassador for professional standards and integrity in the region, overseeing the CISI’s local activities and promoting excellence in financial services education.

Prior to joining the GFSC, Mary held several senior leadership positions within the private sector, including Chief Risk Officer (CRO) at Blacktower Financial Management and Head of Risk and Compliance at Europa Point Investments. Her career also includes six years as a Senior Compliance Specialist at Citi, where she gained deep expertise in navigating complex regulatory frameworks across international markets.

A qualified Attorney-at-Law (New York State Bar), Mary combines a rigorous legal foundation with practical commercial insight. She is a recognized leader in the Gibraltar compliance community, known for her commitment to performance motivation and her proactive approach to evolving regulatory challenges like the Consumer Duty.

Date: 25th June 2026
Time: 9.30 - 11.00am 
Location: Online (via GotoMeeting)
CPD: 1.5 Hours