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The changing regulatory environment and what it means for members was the focal point at the final Compliance Forum of the year. Hosted by Shoosmiths in Manchester, the half-day event saw over 50 sector representatives and BVRLA members come together to understand how the relationships between regulations, economic growth and customer expectations are shifting.
In turn, Suzanne Taylor and Anna Sherwood from Shoosmiths covered what 2027 is likely to have in store when it comes to the regulatory environment, and then the specifics of the DMCCA (Digital Markets, Competition and Consumers Act).
Changing interpretations, shifting power balances and outcomes vs tick boxes were common threads, giving delegates tangible takeaways and plenty of food for thought.
They were followed by Alex Barnes from The Motor Ombudsman. He presented the latest trends in consumer complaints, sharing direct tips on what firms can be doing to better resolve conflict and learn from consumers.
A pair of interactive panel discussions shared examples of best practice and improvement opportunities.
First, Ian Beardmore (Product Partnerships Ltd), Andrew Stansfield (Carwow), and Paul Harkins (Alphabet) discussed how overall approaches to compliance are changing. They cited training, clear communications and consistent consumer journeys as areas that warrant close consideration to ensure high standards are consistently met.
The agenda concluded with a panel looking at the growing influence of AI in compliance. Daniel Layne (QV Systems), Hayley Plant (AuditWise) and Simon Roberts (Enablis) spoke about how firms are progressing with adoption of AI-powered solutions. Balancing technical advances with human management, and the different approaches required based on customer-facing or ‘back-end’ solutions were considered in detail.
The Compliance Forum programme runs on an annual subscription basis. Full details of the 2027 dates and locations will be confirmed shortly. Members should contact the team via [email protected] with any queries in the meantime.
