Operational Excellence
Do more for less.
CONDUCT &
ASSURANCE
We help leaders in mid-to-large organisations earn regulatory trust—by building the policies, controls, and culture needed to deliver assured, evidence-based outcomes—where reputation is everything.
Stay ahead. Stay trusted.
SYMPTOM I
POLICIES NOT LANDING
Policies exist—but they’re not landing in the front line. Teams lack the training, context, or confidence to apply them consistently. Leadership can’t see whether good outcomes are being delivered—or where risk is quietly building.
SYMPTOM II
TEAMS AT CAPACITY
Processes are broken. Backlogs are growing. Quality isn't where it needs to be. Big teams working hard, but progress is painfully slow—and every change seems to create more delay, duplication, or workarounds.
SYMPTOM III
PRESSURE IS BUILDING
Failure demand, false positives, firefighting, complaints… the signs are stacking up. Issues get fixed at the surface, but root causes remain unresolved. Teams feel like "busy fools" and the pressure to prove you're in control is rising
BUILT FOR BUSINESS LEADERS
Conduct and Assurance isn’t a tick-box exercise. It’s about staying in control—proving performance, protecting customers, and building a regulatory relationship founded on trust. From prevention to remediation, here’s how we help:
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All
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STRATEGY
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DESIGN
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ASSURANCE
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TURNKEY PROCESSING
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REMEDIATION
RISK & CONTROL DESIGN
We help risk and control leaders reduce the risk of regulatory breaches and build a relationship with the regulator based on trust—by designing evidence-led frameworks, clear lines of accountability, and control environments that prevent failure and demonstrate control.
Stay Ready. Stay Trusted.
QUALITY ASSURANCE
We help risk and control leaders reduce the risk of enforcement, onboarding restrictions, and reputational damage—by detecting issues early, proving performance under scrutiny, and ensuring controls are working as intended across high-risk processes.
Doing the Right Things, Right.
VULNERABLE CUSTOMERS PROTECTED
We help Risk and Ops leaders reduce regulatory risk and avoid costly remediation—by embedding outcome testing and frontline decision-making support to ensure fair outcomes are delivered consistently for vulnerable and at-risk customers across collections, financial crime, and regulated services.
Moments of Truth. Handled Right.
TURNKEY PROCESSING
We help risk and ops leaders meet deadlines, protect reputation, and recover control under pressure—by rapidly deploying ready-to-go teams into high-volume, high-stakes areas like Financial Crime, Collections, Complaints, Vulnerability, Outcome Testing, and Remediation.
Practitioner-Led Capacity When It Counts.
CUSTOMER REMEDIATION
We help risk and ops leaders recover from regulatory failure—by leading remediation programmes that restore confidence, and rebuild trust with the regulator, customers, and the board. We'll help you respond quickly, carefully, and visibly.
A Second Chance to Take the Right Action.
Meet Your Partner
Jamie Long
Jamie’s spent two decades leading operational and regulatory change inside major UK banks. At Lloyds, he ran a 400-strong monitoring team, led regulatory enforcement delivery, and designed outcome testing under Consumer Duty. Before that, he held senior roles at Barclays, always focused on control, performance, and doing right by the customer.
MD of Consulting
COMPANY WE KEEP
Big names, bold vision, burning questions. We’ve had the privilege of being in the thick of it with all of them.
BANKABLE BENEFITS
When performance is transparent, controls are working, and evidence is watertight—regulators stay onside, customers are protected, and risk is contained. We'll help you get there, and stay there.
PROTECT CUSTOMERS
Safeguard vulnerable and at-risk customers through consistent, fair, and compliant policies, processes & controls.
PROTECT REPUTATION
Prevent reputational damage from customer harm and operational failures that lead to public scrutiny and loss of trust.
AVOID REMEDIATION
Avoid or reduce multi-million-pound redress programmes by addressing root causes before they escalate.
AVOID ENFORCEMENT
Prevent fines, onboarding restrictions, and regulatory action by proving control and staying ahead of scrutiny.