Compliance Culture

Episode 9: Series Wrap Up

In this final episode of series one, host Lucinda Carney reflects on and wraps up the first season of the Compliance Culture Podcast, drawing together the key insights from conversations with regulatory leaders, compliance specialists and culture experts. Lucinda revisits the major themes explored across the series, from Consumer Duty and complaints handling to governance, data protection, appointed representatives and AI, highlighting what they reveal about moving beyond tick-box compliance. She distils the season into three core themes - leadership, culture, and visibility - and shares practical reflections on how organisations can embed meaningful, measurable compliance culture in everyday practice. KEY TAKEAWAYS 1. Compliance culture is fundamentally about people and behaviour, not policies and checklists, and it is shaped every day by leadership actions and decisions. 2. Consumer Duty and regulatory expectations require continuous improvement, moving firms from having data and frameworks to actively using insights to drive better outcomes. 3. Complaints, data protection and oversight are powerful signals of culture, offering direct insights into how fairness, accountability, and trust show up in practice. 4. Effective governance depends on visibility and narrative, with boards needing clear insight and action-focused reporting rather than excessive or superficial data. 5. Compliance is a shared organisational mindset, extending beyond internal teams to leaders, partners, and third parties, and work best when seen as an enabler of trust rather then a constraint. VALUABLE RESOURCES Why Actus Oversight? Stay ahead of FCA Consumer Duty with Actus Oversight. The smart solution for regulated firms. Our platform delivers real-time dashboards, key compliance tracking metrics, and automatic ownership, giving you complete visibility and control with ease. ✅ Simplify Consumer Duty compliance ✅ Ensure accountability with automated ownership ✅ Gain actionable analytics through real-time data 🔍 Learn more about Actus Oversight here: Discover Actus Oversight [https://actus.co.uk/actus-oversight-consumer-duty-software/?utm_source=compliancePodcast&utm_medium=ActusOversight&utm_id=Podcastepisodes] Find the perfect solution tailored to for your organisation. Why not take a look at our purpose-built compliance tools specially designed for financial services and get the answers you've been searching for: Click here to Browse [https://actus.co.uk/actus-compliance-solutions/?utm_source=compliancePodcast&utm_medium=ComplianceSolutions&utm_id=Podcastepisodes] About Actus Software Actus helps HR and business leaders drive performance and engagement through flexible HR software and expert resources. 🌐 Discover Actus Software: https://actus.co.uk/ [https://actus.co.uk/] Follow Lucinda Carney [https://www.linkedin.com/in/lucindacarney/] on LinkedIn for more compliance and leadership insights. ABOUT THE HOST, LUCINDA CARNEY Lucinda Carney is a Chartered Psychologist, CEO of Actus Software, and host of the award-nominated, chart-topping HR Uprising Podcast. With over 20 years’ experience in organisational development and leadership, Lucinda has worked across a wide range of industries helping HR professionals establish behavioural change and accountability. Her passion for collaboration led her to create the HR Uprising community, empowering HR professionals to ‘rise up’ together. Now, Lucinda brings her expertise into a new space, exploring the human side of compliance through expert conversations with industry leaders and practicing compliance professionals. CONTACT METHODS Actus - Website [https://actus.co.uk/] | LinkedIn [https://www.linkedin.com/company/2400060] | Instagram [https://www.instagram.com/actussoftware/] | Facebook [https://www.facebook.com/actussoftware] | YouTube [https://www.youtube.com/@ActusSoftware] | X [https://x.com/ActusSoftware] The HR Uprising - Join The HR Uprising LinkedIn Community [https://www.linkedin.com/groups/13714397/] Instagram [https://www.instagram.com/lucinda.hruprising/] | Facebook [https://www.facebook.com/HRUprising] | YouTube [https://www.youtube.com/@thehruprisingpodcast6499] | X [https://x.com/LucindaCarney]

Episode 8: AI Governance and Compliance with John Rood

Host Lucinda Carney is joined by John Rood, Founder of Perceptual, for a timely discussion on AI governance and compliance and why it is fast becoming a critical part of organisational compliance culture. They explore emerging regulation such as the EU AI Act, the risks of bias and unfair outcomes in high impact areas like HR and finance, and why AI governance must be a shared responsibility across the business, not owned by one function alone. John also shares practical steps organisations can take now, from clear AI use policies and training to proportionate governance frameworks that balance innovation with ethical and regulatory expectations. KEY TAKEAWAYS * AI governance must be owned across the organisation, not siloed in HR, IT, or compliance, as unmanaged use creates risks around bias, fairness, and accountability. * Market and customer expectations are driving AI compliance now, even when regulation is still evolving or inconsistently enforced. * AI that affects real people carries higher risk, particularly in areas like hiring, finance, and education, making ethical oversight and transparency essential. * Clear AI use policies and baseline AI literacy are essential foundations, helping employees use AI safely and responsibly in everyday work. * Strong AI governance is a long-term strategic investment, enabling organisations to balance innovation with trust, ethics and regulatory resilience. VALUABLE RESOURCES Why Actus Oversight? Stay ahead of FCA Consumer Duty with Actus Oversight. The smart solution for regulated firms. Our platform delivers real-time dashboards, key compliance tracking metrics, and automatic ownership, giving you complete visibility and control with ease.  ✅ Simplify Consumer Duty compliance  ✅ Ensure accountability with automated ownership  ✅ Gain actionable analytics through real-time data  🔍 Learn more about Actus Oversight here: Discover Actus Oversight [https://actus.co.uk/actus-oversight-consumer-duty-software/?utm_source=compliancePodcast&utm_medium=ActusOversight&utm_id=Podcastepisodes] Find the perfect solution tailored to for your organisation. Why not take a look at our purpose-built compliance tools specially designed for financial services and get the answers you've been searching for: Click here to Browse [https://actus.co.uk/actus-compliance-solutions/?utm_source=compliancePodcast&utm_medium=ComplianceSolutions&utm_id=Podcastepisodes] About Actus Software Actus helps HR and business leaders drive performance and engagement through flexible HR software and expert resources. 🌐 Discover Actus Software: https://actus.co.uk/ [https://actus.co.uk/] Follow Lucinda Carney [https://www.linkedin.com/in/lucindacarney/] on LinkedIn for more compliance and leadership insights.  ABOUT THE GUEST, JOHN ROOD John Rood is an entrepreneur and AI governance expert, and the Founder of Perceptual, where he supports organisations in implementing effective AI governance and compliance frameworks. He specialises in navigating emerging AI regulation, standards and ethical risk, helping legal, compliance and privacy teams respond to both regulatory requirements and growing customer expectations. With a background in scaling and leading high-growth businesses, including as Co-Founder and CEO of Next Step Test Preparation, a national education company, John is recognised for his practical, commercially grounded approach to responsible and compliant use of AI. John Rood offers a free 90-minute AI literacy certification for leaders, designed to help executives and board members understand the key risks, ethical challenges and emerging governance frameworks around AI. The course includes a short assessment and provides a practical foundation for responsibly overseeing AI use within an organisation. Get Free Access Here: https://proceptual.com/free-ai-literacy/ [https://proceptual.com/free-ai-literacy/] CONTACT JOHN LinkedIn: https://www.linkedin.com/in/johnrood1/ [https://www.linkedin.com/in/johnrood1/] Proceptual: https://proceptual.com/ [https://proceptual.com/] ABOUT THE HOST, LUCINDA CARNEY Lucinda Carney is a Chartered Psychologist, CEO of Actus Software, and host of the award-nominated, chart-topping HR Uprising Podcast. With over 20 years’ experience in organisational development and leadership, Lucinda has worked across a wide range of industries helping HR professionals establish behavioural change and accountability. Her passion for collaboration led her to create the HR Uprising community, empowering HR professionals to ‘rise up’ together. Now, Lucinda brings her expertise into a new space, exploring the human side of compliance through expert conversations with industry leaders and practicing compliance professionals. CONTACT METHODS Actus - Website [https://actus.co.uk/] | LinkedIn [https://www.linkedin.com/company/2400060] | Instagram [https://www.instagram.com/actussoftware/] | Facebook [https://www.facebook.com/actussoftware] | YouTube [https://www.youtube.com/@ActusSoftware] | X [https://x.com/ActusSoftware] The HR Uprising - Join The HR Uprising LinkedIn Community [https://www.linkedin.com/groups/13714397/] Instagram [https://www.instagram.com/lucinda.hruprising/] | Facebook [https://www.facebook.com/HRUprising] | YouTube [https://www.youtube.com/@thehruprisingpodcast6499] | X [https://x.com/LucindaCarney]

Episode 7: Developing Culture with Paul Whitehouse

What does a healthy culture look like in practice? In this episode of the Compliance Culture Podcast, Lucinda Carney is joined by Paul Whitehouse of PIW Consulting, who brings over 30 years of experience in UK financial services. Together, they unpack the link between conduct and culture, covering FCA expectations, practical ways to measure culture, the role of data, accountability under SMCR, and why psychological safety and leadership behaviour are critical to driving lasting change. KEY TAKEAWAYS * Conduct is culture in action, it reflects organisational values through daily behaviours, decisions, and the tone set by leadership. * The FCA expects firms to evidence cultural health with measurable indicators, linking values and behaviours to regulatory standards. * Combining qualitative and quantitative data, such as engagement scores and whistleblowing reports, helps identify conduct risks early and accurately. * Psychological safety enables employees to raise concerns without fear, making it a key marker of cultural maturity and resilience. * Accountability under SMCR, consistent leadership behaviour, and transparent decision-making underpin sustainable compliance and trust. VALUABLE RESOURCES Why Actus Oversight? Stay ahead of FCA Consumer Duty with Actus Oversight. The smart solution for regulated firms. Our platform delivers real-time dashboards, key compliance tracking metrics, and automatic ownership, giving you complete visibility and control with ease.  ✅ Simplify Consumer Duty compliance  ✅ Ensure accountability with automated ownership  ✅ Gain actionable analytics through real-time data  🔍 Learn more about Actus Oversight here: Discover Actus Oversight [https://actus.co.uk/actus-oversight-consumer-duty-software/?utm_source=compliancePodcast&utm_medium=ActusOversight&utm_id=Podcastepisodes] Find the perfect solution tailored to for your organisation. Why not take a look at our purpose-built compliance tools specially designed for financial services and get the answers you've been searching for: Click here to Browse [https://actus.co.uk/actus-compliance-solutions/?utm_source=compliancePodcast&utm_medium=ComplianceSolutions&utm_id=Podcastepisodes] About Actus Software Actus helps HR and business leaders drive performance and engagement through flexible HR software and expert resources. 🌐 Discover Actus Software: https://actus.co.uk/ [https://actus.co.uk/] Follow Lucinda Carney [https://www.linkedin.com/in/lucindacarney/] on LinkedIn for more compliance and leadership insights.  ABOUT THE GUEST, PAUL WHITEHOUSE Paul Whitehouse is a Solicitor and Financial Services Regulatory Adviser with over 30 years of experience in UK financial services. As Managing Director of PIW Consulting, he specialises in assessing the suitability and effectiveness of governance, systems, controls, and strategy. Paul is widely recognised for his expertise in business culture and compliance, helping firms translate regulatory expectations into practical, sustainable change. His deep understanding of conduct risk and cultural measurement makes him a trusted voice on how leadership behaviour and accountability shape compliance outcomes. CONTACT PAUL LinkedIn: https://www.linkedin.com/in/paul-whitehouse-91628a83/ [https://www.linkedin.com/in/paul-whitehouse-91628a83/] Create Solutions: https://www.piwconsulting.com/ [https://www.piwconsulting.com/] ABOUT THE HOST, LUCINDA CARNEY Lucinda Carney is a Chartered Psychologist, CEO of Actus Software, and host of the award-nominated, chart-topping HR Uprising Podcast. With over 20 years’ experience in organisational development and leadership, Lucinda has worked across a wide range of industries helping HR professionals establish behavioural change and accountability. Her passion for collaboration led her to create the HR Uprising community, empowering HR professionals to ‘rise up’ together. Now, Lucinda brings her expertise into a new space, exploring the human side of compliance through expert conversations with industry leaders and practicing compliance professionals. CONTACT METHODS Actus - Website [https://actus.co.uk/] | LinkedIn [https://www.linkedin.com/company/2400060] | Instagram [https://www.instagram.com/actussoftware/] | Facebook [https://www.facebook.com/actussoftware] | YouTube [https://www.youtube.com/@ActusSoftware] | X [https://x.com/ActusSoftware] The HR Uprising - Join The HR Uprising LinkedIn Community [https://www.linkedin.com/groups/13714397/] Instagram [https://www.instagram.com/lucinda.hruprising/] | Facebook [https://www.facebook.com/HRUprising] | YouTube [https://www.youtube.com/@thehruprisingpodcast6499] | X [https://x.com/LucindaCarney]

Episode 6: AR's in the Spotlight with Irving Peiris

In this Compliance Culture Podcast episode, Lucinda Carney talks with Irving Peiris, Compliance Consultant from Create Solutions, about the FCA's growing focus on Appointed Representatives (ARs). They discuss why principals must strengthen governance, ensure cultural alignment, and maintain clear accountability under SMCR. Irving shares practical steps for effective oversight, including robust onboarding, structured reporting, and continuous improvement. KEY TAKEAWAYS * The FCA expects active, documented oversight of Appointed Representatives, requiring principals to maintain clear governance frameworks, perform due diligence checks, and evidence ongoing supervision. * Strong governance and cultural alignment reduce the risk of non-compliance, as firms must ensure ARs share the same ethical standards, customer commitments, and values as the principal business. * Data visibility enables early detection of issues and informed decision-making, with digital tools helping firms monitor AR activity, simplify reporting, and flag potential risk before they escalate. * Senior Management must understand and evidence their oversight responsibilities, as the SMCR reinforces personal accountability and demand clear documentation of decisions and controls. * Continuous improvement and communication underpin sustainable compliance, requiring regular reviews, training, and feedback loops to keep governance and culture evolving with regulatory expectations. VALUABLE RESOURCES Why Actus Oversight? Stay ahead of FCA Consumer Duty with Actus Oversight. The smart solution for regulated firms. Our platform delivers real-time dashboards, key compliance tracking metrics, and automatic ownership, giving you complete visibility and control with ease.  ✅ Simplify Consumer Duty compliance  ✅ Ensure accountability with automated ownership  ✅ Gain actionable analytics through real-time data  🔍 Learn more about Actus Oversight here: Discover Actus Oversight [https://actus.co.uk/actus-oversight-consumer-duty-software/?utm_source=compliancePodcast&utm_medium=ActusOversight&utm_id=Podcastepisodes] Find the perfect solution tailored to for your organisation. Why not take a look at our purpose-built compliance tools specially designed for financial services and get the answers you've been searching for: Click here to Browse [https://actus.co.uk/actus-compliance-solutions/?utm_source=compliancePodcast&utm_medium=ComplianceSolutions&utm_id=Podcastepisodes] About Actus Software Actus helps HR and business leaders drive performance and engagement through flexible HR software and expert resources. 🌐 Discover Actus Software: https://actus.co.uk/ [https://actus.co.uk/] Follow Lucinda Carney [https://www.linkedin.com/in/lucindacarney/] on LinkedIn for more compliance and leadership insights.  ABOUT THE GUEST, IRVING PEIRIS Irving Peiris is a compliance expert with over 20 years in the industry, including 10 years at the Financial Conduct Authority (FCA). He has extensive experience working with a wide range of business models, helping firms improve processes and build effective compliance strategies. Irving's expertise covers Consumer Duty, Risk Management, Vulnerable Customer practices, Financial Crimes, and regulatory areas such as Consumer Credit, Motor Finance, and Insurance. He has led major compliance projects, including FCA Section 166 reviews, and is passionate about supporting firms to stay compliant while enabling sustainable growth. CONTACT IRVING LinkedIn: www.linkedin.com/in/irving-peiris-a0b18a62 [https://www.linkedin.com/in/irving-peiris-a0b18a62] Create Solutions: https://createsolutions.co.uk/ [https://createsolutions.co.uk/] ABOUT THE HOST, LUCINDA CARNEY Lucinda Carney is a Chartered Psychologist, CEO of Actus Software, and host of the award-nominated, chart-topping HR Uprising Podcast. With over 20 years’ experience in organisational development and leadership, Lucinda has worked across a wide range of industries helping HR professionals establish behavioural change and accountability. Her passion for collaboration led her to create the HR Uprising community, empowering HR professionals to ‘rise up’ together. Now, Lucinda brings her expertise into a new space, exploring the human side of compliance through expert conversations with industry leaders and practicing compliance professionals. CONTACT METHODS Actus - Website [https://actus.co.uk/] | LinkedIn [https://www.linkedin.com/company/2400060] | Instagram [https://www.instagram.com/actussoftware/] | Facebook [https://www.facebook.com/actussoftware] | YouTube [https://www.youtube.com/@ActusSoftware] | X [https://x.com/ActusSoftware] The HR Uprising - Join The HR Uprising LinkedIn Community [https://www.linkedin.com/groups/13714397/] Instagram [https://www.instagram.com/lucinda.hruprising/] | Facebook [https://www.facebook.com/HRUprising] | YouTube [https://www.youtube.com/@thehruprisingpodcast6499] | X [https://x.com/LucindaCarney]

Episode 5: Complaints Handling with Linda Catterall

This episode of the Compliance Culture Podcast dive into why complaints handling is a powerful lens on a firm's culture and a critical component of Consumer Duty. Host Lucinda Carney speaks with Linda Catterall, Consultant at Create Solutions, about shifting the mindset from viewing complaints as a regulatory burden to embracing them as opportunities for learning, improvement, and trust-building. They share practical approaches on integrating fairness, transparency, and accountability into compliant processes to strengthen both compliance and customer confidence. KEY TAKEAWAYS * Complaints handling serves as a cultural indicator, revealing whether fairness, transparency, and accountability are genuinely embedded in the organisation. * Root cause analysis under Consumer Duty identifies systematic issues, prevents reoccurrence, and demonstrates continuous improvement to regulators and customers. * Capturing the voice of the customer through complaints data and feedback drives better processes, clear communication, and customer-focused product design. * Empowering frontline teams with training and psychological safety ensures empathic complaints handling and timely escalation of vulnerable customer cases. * Cross-functional collaboration between HR, Compliance, and Operations aligns behaviours, reinforces cultural standards, and strengthens governance. * Technology-driven oversight provides dashboards, trend analysis, and evidence for board and FCA reporting, enhancing transparency and strategic decision-making. VALUABLE RESOURCES Why Actus Oversight? Stay ahead of FCA Consumer Duty with Actus Oversight. The smart solution for regulated firms. Our platform delivers real-time dashboards, key compliance tracking metrics, and automatic ownership, giving you complete visibility and control with ease.  ✅ Simplify Consumer Duty compliance  ✅ Ensure accountability with automated ownership  ✅ Gain actionable analytics through real-time data  🔍 Learn more about Actus Oversight here: Discover Actus Oversight [https://actus.co.uk/actus-oversight-consumer-duty-software/?utm_source=compliancePodcast&utm_medium=ActusOversight&utm_id=Podcastepisodes] Find the perfect solution tailored to for your organisation. Why not take a look at our purpose-built compliance tools specially designed for financial services and get the answers you've been searching for: Click here to Browse [https://actus.co.uk/actus-compliance-solutions/?utm_source=compliancePodcast&utm_medium=ComplianceSolutions&utm_id=Podcastepisodes] About Actus Software Actus helps HR and business leaders drive performance and engagement through flexible HR software and expert resources. 🌐 Discover Actus Software: https://actus.co.uk/ [https://actus.co.uk/] Follow Lucinda Carney [https://www.linkedin.com/in/lucindacarney/] on LinkedIn for more compliance and leadership insights.  ABOUT THE GUEST, LINDA CATTERALL Linda Catterall is a seasoned compliance professional with over 25 years in the General Insurance industry. She has held senior roles including Operations Manager and Head of Risk & Compliance for large, multi-entity groups, and now works as a Consultant as Create Solutions. Linda specialises in training and development, compliance frameworks, auditing, and supporting merges and acquisitions, making her a trusted advisor for firms navigating complex regulatory requirements. CONTACT LINDA LinkedIn: https://www.linkedin.com/in/linda-catterall-27107768/ [https://www.linkedin.com/in/linda-catterall-27107768/] ABOUT THE HOST, LUCINDA CARNEY Lucinda Carney is a Chartered Psychologist, CEO of Actus Software, and host of the award-nominated, chart-topping HR Uprising Podcast. With over 20 years’ experience in organisational development and leadership, Lucinda has worked across a wide range of industries helping HR professionals establish behavioural change and accountability. Her passion for collaboration led her to create the HR Uprising community, empowering HR professionals to ‘rise up’ together. Now, Lucinda brings her expertise into a new space, exploring the human side of compliance through expert conversations with industry leaders and practicing compliance professionals. CONTACT METHODS Actus - Website [https://actus.co.uk/] | LinkedIn [https://www.linkedin.com/company/2400060] | Instagram [https://www.instagram.com/actussoftware/] | Facebook [https://www.facebook.com/actussoftware] | YouTube [https://www.youtube.com/@ActusSoftware] | X [https://x.com/ActusSoftware] The HR Uprising - Join The HR Uprising LinkedIn Community [https://www.linkedin.com/groups/13714397/] Instagram [https://www.instagram.com/lucinda.hruprising/] | Facebook [https://www.facebook.com/HRUprising] | YouTube [https://www.youtube.com/@thehruprisingpodcast6499] | X [https://x.com/LucindaCarney]