Transforming Culture in Financial Services Discussion Paper DP18/2 March 2018 DP18/2 Financial Conduct Authority Transforming Culture in Financial Services Disclaimer Contents The views in this paper should not Foreword 3 be interpreted as reflecting the Summary of Essays 6 views of the Financial Conduct Authority – they are solely the Overview 9 responsibility of the authors. 1 Is there a ‘right’ culture? 21 All errors and omissions are the authors’ own. 2 The role of regulation 37 You can download this Discussion 3 The role of reward, capabilities, and environment in Paper from our website: driving behaviours 60 www.fca.org.uk. All our publications 4 Leading culture change 79 are available to download from www.fca.org.uk. References 106 If you would like to receive this paper in an alternative format, please call 020 7066 9644 or email:
[email protected] or write to: Editorial and Digital team Financial Conduct Authority 25 The North Colonnade Canary Wharf London E14 5HS How to navigate this document onscreen returns you to the contents list takes you to helpful References 2 Financial Conduct Authority DP18/2 Transforming Culture in Financial Services Foreword Culture in financial services is widely accepted as a key root cause of the major conduct failings that have occurred within the industry in recent history, causing harm to both consumers and markets. For markets to work and firms to be successful, it is critical that they are seen as trustworthy. Social expectations have changed, and public interest has raised questions of trust in firms, and in the industry as a whole.