Lucie Nardini

• Investigating consists of collecting and analysing evidence, completing comprehensive reviews in line with FCA regulations. • Areas of technical experience are in Loans, Hire Purchase Agreements, Credit Cards, Current Accounts, Fixed rate savings, Fraud, Mortgages, Property, Motor and Home Insurance, amongst others. • Detailed knowledge of FCA DISP rules Consumer Credit Act and Chargeback guidelines (CONC, BCOB, MCOB, PSD2, Section 75, ICOBS, CRA, Consumer Duty) • Involved in interpreting new guidelines introduced by The FCA with key stakeholders. • Liaising with banks regarding upcoming policy changes and our intended approach with guidelines going forward. • Subject matter expert within Retail Banking sector and providing mentoring and coaching for other colleagues.

• Conducting outcome testing and audits to ensure investigators are maintaining quality and compliance standard in line with guidance and processes. • Attending case handler forums to discuss key fail areas, trends and implementation of upcoming FCA policy changes. • Central point for technical and administrative queries for investigators, identifying and addressing areas for improvement and training. • Identifying gaps in knowledge, policy or procedure and help to facilitate solutions to prevent common fail reasons going forward such as process maps and check sheets. • Providing feedback to case handlers and giving advice on how to review similar complaints going forward in line with the approved guidance.