09:15
Event details and housekeeping
Mark will welcome delegates to the Conference and reflect on where the industry finds itself.
09:25
Introduction from CCTA
Jason will provide an update on the recent work of the association.
09:35
Assure 4: Revolutionising outcomes testing with AI-enabled assurance
The FCA’s Consumer Duty requires firms to define, test, and evidence customer outcomes. Meeting this requirement demands a robust framework and reliable data, but traditional approaches are often complex, making it increasingly difficult for firms to achieve consistency and transparency.
Square 4 will explore how the use of AI can transform a firm’s approach to outcomes testing by delivering more accurate, scalable, and real-time analysis of customer interactions and records. By automating repetitive testing, AI reduces operational costs and frees assurance teams from manual checking. This allows firms to focus on higher-value activities including using insights from poor outcomes, performing root cause analysis, and addressing underlying issues.
The result for firms is stronger regulatory compliance and a culture of continuous improvement that enhances customer outcomes, while enabling them to operate more efficiently and cost-effectively.
09:50
StepChange and Evlo: A collaborative model for better outcomes
StepChange and Evlo have come together in a new partnership that is already proving its value. By combining expertise and aligning resources, they’ve strengthened communication, reduced inefficiencies, and delivered faster, better outcomes for Evlo customers.
This collaboration shows what’s possible when organisations work side by side – creating a model that benefits both partners and most importantly, supports people in financial difficulty.
10:10
Supercharge customer understanding: Make numbers your communication superpower
The FCA’s Consumer Duty explicitly recognises poor numeracy as a vulnerability – and references Plain Numbers as a solution.
Drawing on recent research on customers with low credit scores, Mike Ellicock, Chief Executive of Plain Numbers will highlight the extent to which customer understanding can increase once this hidden vulnerability is acknowledged and addressed.
In those independent controlled trials, as in previous (and now subsequent) trials, the Plain Numbers Method has been shown to double the number of customers who understand – even within current regulatory requirements.
Mike will explain how specialist lenders can embed clearer number communication and thereby supercharge customer understanding to build trust, reduce risks, and unlock measurable business benefits.
10:30
CCTA Academy: Update
Launched in October 2023, CCTA Academy is the Association’s online learning platform designed to meet the unique compliance training needs of the consumer credit sector. Developed to address the gap in high quality, sector-specific training, especially for smaller lenders, CCTA Academy offers modules on topics such as complaints handling, vulnerable customers, and the Consumer Duty. It supports hybrid and remote workforces while helping firms meet FCA training and competency requirements.
Two key strengths set it apart: content shaped by CCTA’s industry expertise and regulatory insights, and collaboration with partners such as the Illegal Money Lending Team.
CCTA Academy has seen remarkable growth. Initially targeting 100 users, we surpassed expectations by reaching over 1,000 users within the first year. In July, we opened the platform to non-members, reinforcing its role in raising compliance standards industry-wide.
11:00
Our strategy and how it supports a well functioning consumer credit market
Mark will provide insights about the FCA strategy, the FCA work that sits below it and what this might mean for your business.
This session will highlight some of the key work currently taking place within consumer finance. We will draw out how the FCA’s work will contribute towards a thriving and innovative consumer credit market that supports economic growth and helps consumers navigate their financial lives in order that consumers, firms and the wider economy all gain.
11:30
Changes ahead: Navigating regulatory developments
Our panel of experts will discuss key developments shaping the regulatory landscape. A central topic will be the review of the Consumer Credit Act, with panellists exploring how potential reforms could modernise and simplify the framework for both consumers and lenders.
Continuing the discussion, the panel will also examine the current review of the Financial Ombudsman Service, focusing on how it can improve efficiency and fairness in resolving consumer disputes.
It would be impossible not to cover the issue of motor finance commissions, as we look towards a forthcoming redress programme and how this should work in practice. The panel has a background in this area and will be able to share their thoughts.
Overall, the session will provide valuable insights into the evolving regulatory environment and its implications for the future of consumer credit in the UK.
12:20
CATO unlocked: Enhanced data for better decision making
In an ever-changing environment, a responsible credit decision now requires more than a credit score. The recent changes to who can access more granular current account turnover data (CATO) offers lenders an opportunity to access a deeper understanding of their customers’ affordability and enable more confident lending decisions.
Enhanced CATO data is a powerful tool to better understand your market, identify risks, and drive innovation. This session will demystify the data, explain why the change is so important, and how you can use this intelligence to drive growth, manage risk, and promote financial inclusion, building a future where credit decisions are smarter, fairer, and more sustainable.
13:35
HM Treasury: Update
This session will discuss the UK government’s growth agenda and its plans to drive economic development across key sectors. We’ll explore our next steps on financial inclusion and improving access to credit, highlighting initiatives aimed at supporting consumers and fostering innovation within financial services.
We will cover upcoming regulatory developments, including the government’s approach to the regulation of Buy-Now Pay-Later and the review of the Consumer Credit Act. Additionally, we’ll discuss the government’s review of the Financial Ombudsman Service and the FCA’s upcoming motor finance redress system.
This video update will provide attendees with insights into upcoming policy changes, regulatory priorities, and their implications.
13:50
A new voyage: How data is helping firms innovate
This session will explore how the use of data and artificial intelligence are transforming the lending process. Panellists will discuss how lenders can leverage alternative and expanded data sources to streamline credit decisioning, reduce risk, and increase access to credit.
Turning to automation powered by artificial intelligence, panellists will cover how this can enable more efficient operations, from application processing to fraud detection and customer service. We will explore how these changes can improve customer outcomes across the lending lifecycle.
Participants will showcase how technology is set to reshape the consumer credit landscape – making it faster, smarter, and more inclusive – while underscoring the need for ethical frameworks to guide this rapid evolution.
14:30
Johnson, commissions and compliance: What firms should do next
The Supreme Court’s decision in Johnson came as a welcome relief for lenders and dealers. But the FCA’s broad announcement two days later of its proposal to consult on a redress scheme reintroduced uncertainty and concern. In this short talk, we’ll consider the new rules of engagement for lenders, brokers, and intermediaries.
We’ll also talk about what this means for commission disclosure, fiduciary duties, and unfair relationships. We will look at what to do next: how you should decode its implications for your business, and map out the concrete steps you should be taking now. Expect practical insights, strategic takeaways, and a clear view of what you can and should be doing now to prepare for the road ahead.
15:05
The future of recurring payments: How VRPs can improve collections
This session explores Variable Recurring Payments (VRPs) – what they are, the different types, and their growing practical applications in today’s payments landscape. We’ll examine how Moneyline is leveraging VRPs to deliver seamless, customer-centric payment solutions, highlighting the specific problems they solve and the measurable benefits they provide to both users and the business.
We’ll also dive into how VRPs are transforming merchant experiences by tackling long-standing pain points such as failed payments, customer churn, and operational inefficiencies. Attendees will learn how these innovations improve customer outcomes by enabling greater flexibility, control, and transparency. Finally, we’ll showcase how Acquired is driving innovation in this space, enabling merchants to harness the full potential of VRPs and shaping the future of recurring payments.
15:25
The FOS: Modernising the redress system
The presentation will talk about the current consultation proposals around modernising the redress system, a summary of the possible changes as well as what we’ve already been doing to improve the system and address key issues.
Charlotte will also share the impact that charging professional representatives has had on complaints, touch on our consultations around changes to compensation interest and differential charging, as well as a brief update on the current position on motor finance commission.
Instalment Options on Request
sole traders & startups
From £66 per month
Paid annually at £800 +VAT
lenders & brokers
From £117 per month
Paid annually at £1,400 +VAT
associate firms
From £159 per month
Paid annually at £1,908 +VAT
Discounts Available
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CCTA 2025 Dinner - 29 September
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CCTA Magazine - 2025 Issue Two
CCTA Inform - Spring 2025 Issue
CCTA Guidance - FCA Vulnerability Review
Year in Review - 2024
CCTA Membership
CCTA Academy
CCTA Agreements
CCTA Marketing
CCTA Conference Opportunities
CCTA 2025 Dinner - 29 September
CCTA 2025 Conference - 30 September
CCTA Magazine - 2025 Issue Two
CCTA Inform - Spring 2025 Issue
CCTA Guidance - FCA Vulnerability Review
Year in Review - 2024
