Leadership
Faith and belief listening circle
Senior leaders hear directly from faith and community voices about how customers and colleagues experience the firm.
You receiveAn insight summary and priorities for action.
Consumer Duty for customers whose needs are shaped by faith and culture.
We help banks, building societies and wealth firms understand, serve and evidence good outcomes for customers whose financial lives are shaped by faith, culture and community.
Why this matters now.
Faith shapes how many customers think about interest, debt, saving, inheritance and giving. Firms that understand this earn the trust of communities that are often underserved.
- FCA Consumer Duty
In force since 31 July 2023, the Duty requires firms to deliver and evidence good outcomes for retail customers, including customers with characteristics of vulnerability.
FCA Consumer Duty - Equality Act 2010
Religion or belief is a protected characteristic, for customers and for colleagues.
Section 10, Equality Act 2010 - Community trust
Faith and community leaders often shape where families bank, save and seek advice. Their confidence is earned through understanding.
What this means for you
Consumer Duty asks you to evidence good outcomes for every customer group. We help you understand how faith and culture shape those outcomes, and build that understanding into product, service and governance decisions.
Decisions we help with.
Where faith and culture meet product, service and colleague experience.
- Product fitWhether products meet the needs of customers whose faith shapes their approach to interest, borrowing or investment.
- Vulnerability and financial difficultyConversations where faith, family or community expectations affect disclosure and support.
- Communication and complaintsExplaining products clearly, and hearing complaints that may carry an unspoken cultural reason.
- Branches and workplacesSpaces, calendars and accommodation for customers and colleagues of every faith.
- Inclusive recruitmentAttracting and keeping colleagues from the communities you serve.
- Community outreachFinancial inclusion work that reaches families through trusted community routes.
What you can commission.
Workshop names stay the same across sectors; the scenarios are built from your own services.
Workshop
Faith Literacy in Practice
Practical sessions for customer-facing and product teams, built around real customer situations.
You receiveTools and a written summary for your leadership team.
Governance
Faith-aligned product governance
A governed process for faith-aligned products. The regulated firm keeps responsibility for products and advice, recognised faith scholars give the faith position, and CultivIQ convenes and governs the process.
You receiveA clear process, roles and records.
Standing advice
Ongoing cultural advisory relationship
Monthly advice that keeps your understanding current as your customer base changes.
You receiveA standing adviser and regular reporting.
Evidence from financial services.
Work delivered with financial institutions.
- Building societyA faith and belief listening circle for a building society’s senior leadership. Read the case study.
A tool your teams can use this week.
Practical instrument
Faith Calendar and Workplace Accommodation Pack
Key dates across major faiths with practical guidance on accommodation and scheduling, for customer service and colleague planning.
About our toolsQuestions we are asked
How can a firm meet Consumer Duty for customers whose needs are shaped by faith?
By understanding how faith shapes customers’ needs and expectations, testing whether products, communications and support deliver good outcomes for those customers, and recording that evidence. CultivIQ helps firms do all three.
Who gives the financial and religious positions?
The regulated firm remains responsible for its products and advice. Recognised faith scholars give the faith position. CultivIQ convenes the conversation and governs the process, so every role stays clear.
What is a listening circle?
A structured, confidential conversation between senior leaders and faith and community voices, designed to surface how customers and colleagues experience the organisation, followed by a written summary and priorities.
Tell us about the decision you are facing.
A first conversation is free. We listen, ask one or two questions, and tell you honestly whether and how we can help.