Conduct Risk Training

Conduct Risk Training

Conduct Risk

Conduct Risk, the risk of acting in a way that could harm customers or financial markets, is one of the top trends in financial services regulation today. Regulators in the UK and EU have made protecting consumers one of their primary objectives for the coming years. They believe that a change in culture is needed throughout the financial services industry.

Embedding conduct risk throughout every part of your business is a crucial step toward realising this change. You can do this by monitoring the outcomes your customers receive and comparing them to the outcomes you want to achieve. Employee training is a key part of this process.

That’s where CityLearning can help! We’ve been training staff in the UK on conduct risk for more than 10 years with Conduct Risk. This eLearning course teaches your staff how to treat customers fairly and deliver good customer outcomes. 

Broken down into three less than 15-minute modules, your staff will learn what is expected of them under the local accountability regime, including how to comply with the rules of conduct within this regime. 

Book a short demo of Conduct Risk Ireland to learn more about conduct risk training from CityLearning.

Conduct Risk Courses in the UK and Ireland

CityLearning’s eLearning training courses have been trusted by major financial institutions, along with other large corporations and organisations such as key government bodies, law firms and many more for 25 years. 

Conduct Risk is available off-the-shelf for the UK and Ireland, with each version covering the legislation that was introduced to make individuals more accountable for their conduct. Both versions will teach your staff what conduct risk is and why it’s  so important and break down for them what delivering good customer outcomes looks like in their roles. The UK version of the course discusses the Senior Managers and Certification Regime (SM&CR) and new Consumer Duty, while the Irish version explores the incoming Individual Accountability Framework (IAF). 

Who is the Target Audience for This Conduct Risk Course?

Tailored versions of our Conduct Risk eLearning course can be made for different sectors. This includes:


  • Asset Management
  • Fintech
  • Funds
  • General Insurance
  • Investment Banking
  • Life Assurance
  • Retail Banking
  • Stockbroking
  • Wholesale Banking
Learning Objectives

Conduct Risk from CityLearning is built around a set of learning objectives to ensure your staff are fully trained in managing conduct risk. The objectives for the UK and Irish courses are slightly different, as the second module of the course is focused on the local accountability regime and relevant legislation – Senior Managers & Certification Regime and Consumer Duty in the UK, Individual Accountability Framework in Ireland.

Both versions of Conduct Risk cover the objectives listed below.  After completing this course, you will be able to:


  • define conduct risk.
  • list the main parties involved in conduct risk management.
  • recognise the importance of placing all customers, especially the vulnerable ones, at the heart of your business.
  • outline the role and powers of the local financial conduct regulator.
  • name the possible consequences for misconduct.
  • describe how you assess and mitigate conduct risk across your company.
  • discuss how you embed a strong conduct risk culture in your company.
  • illustrate how conduct risk performance is monitored using Management Information (MI).
What Does This Conduct Risk Course Cover?

This conduct risk eLearning course from CityLearning covers the importance of treating customers fairly and teaches your staff how to deliver good customer outcomes.

Conduct Risk teaches your staff the importance of placing customers at the heart of your business. This course will help embed a culture of treating customers fairly throughout your company from the top down. It summarises the main provisions of the local accountability regime – the Senior Managers and Certification Regime (SM&CR) in the UK and the Individual Accountability Framework (IAF) in Ireland – and explains how these requirements are implemented through your company’s conduct risk framework. It tells your staff what the rules for conduct they must follow look like in practice.  It describes how to measure conduct risk performance by monitoring the delivery of good customer outcomes through Management Information (MI).   

Conduct Risk ends in a 11-question course test. Learners must answer at least 9/11 questions correctly to pass the course. Their score will be automatically saved in CityLearning’s Learning Management System (LMS) CityREPORTs, so that compliance with conduct risk training requirements can easily be proven.

Course Features

Rigorous Testing: Spot questions are used throughout the course to increase user engagement with the learning material; they either probe to expand on a learner’s existing knowledge of the subject matter or reinforce key learning points. Each module ends in a short quiz, and the course ends in a 10-question test with an 80% pass mark. Questions in the course test are randomised from a choice of three so that learners may retake without getting the same questions.


Customised Content: CityLearning can customise Conduct Risk to fit your company’s conduct risk framework.


Accessibility: This course contains audio narration throughout.


Glossary of Terms: Unfamiliar terms are linked to this glossary when they are first used in the course. The glossary can be accessed at any time.


Multimedia Design: This course gets the message across with a mix of text, images, animation and video.


Interactive Content: We design our courses to keep learners engaged and thinking. Conduct Risk contains:

  • navigational interactive elements, such as next/back buttons and icons that reveal more content once clicked.
  • learning interactive elements, including scenario-based questions.

Modular Structure: This course is broken down into short modules that take 10-15-minutes to complete, so learners can easily finish this course at their own pace.


Real Life Case Studies: Learners benefit from studying the consequences companies have faced recently for not treating their customers fairly. These highlight the importance of conduct risk.

Available Countries

Conduct Risk is available off-the-shelf for the UK and Ireland, with content tailored to each jurisdiction.

Quality Assurance

CityLearning enjoys a longstanding reputation for the highest quality course content. We are committed to continuous improvement and have a well-established Quality Assurance System in place to measure and enhance our performance.

All project personnel are highly experienced in developing generic, customised and bespoke eLearning solutions for our clients.


Our courses are regularly reviewed by Subject Matter Experts at our client companies, a UK-based financial services regulatory consultancy and a leading Irish law firm.

Why Choose CityLearning for Conduct Risk Training?

CityLearning has been creating eLearning compliance training courses for 25 years. Our courses are accredited for Continuing Professional Development (CPD) by multiple bodies in the UK and Ireland.

We first developed Conduct Risk more than 10 years ago to teach staff about the UK financial conduct regulator’s Treating Customers Fairly (TCF) Outcomes. This eLearning course has undergone continuous improvement since to stay fit-for-purpose in the constantly evolving conduct risk regulatory landscape.

Frequently Asked Questions

Is this course approved for CPD?

Yes, Conduct Risk has been approved for one hour of CPD by the Chartered Insurance Institute (CII) in the UK.

We will be requesting accreditation for Conduct Risk Ireland from the following bodies in Ireland soon:

  • Institute of Bankers (IOB)
  • Life Insurance Association (LIA)
  • Insurance Institute of Ireland (III)

We can request CPD accreditation from other bodies if necessary.

How long will it take to complete this course?

Conduct Risk should take less than 45-minutes to complete.

How is this course delivered?

Conduct Risk is an eLearning course that should be taken online using a Learning Management System (LMS). This can be either our propriety LMS, CityREPORTs, or an LMS already in place in your company.

CityLearning courses are fully SCORM-compliant for easy upload to another LMS.

Can I customise this course?

Yes, Conduct Risk can be customised to reflect your company’s conduct risk framework and any specific conduct risk training needs you have.

How much does this course cost?

The cost per user of CityLearning’s AML eLearning compliance course depends on the number of users taking the course and whether you take only this course or other CityLearning courses in addition to Conduct Risk.

Get in touch with us today for a quote. Please be sure to let us know how many users will be taking the course(s) and which course(s) you are interested in.  

Other Courses

If you are looking at Conduct Risk, you may also be interested in these other courses from CityLearning: