Man standing on a footbridge

How learnings from the COVID-19 pandemic are shaping future outcomes

In this episode of the Compliance and Conduct podcast, host Sajedah Karim introduces the series and discusses the significant focus on small and medium-sized enterprises in the COVID-19 pandemic.

The COVID-19 crisis is at heart one of demand and supply in the real economy. So far, the financial services industry, thanks in no small part to the reforms put in place since the 2008 crisis, has generally proved pretty resilient, both financially and operationally. It has had, and will continue to play, a central role in transmitting government support to the economy – millions of loans, some of them guaranteed or part guaranteed; and a raft of other measures such as payment holidays to help, small business and retail customers, in particular, get through. Also, in providing insurance protection to those affected. In this podcast, we look at what the industry has learnt from the past ten months and look forward to how it can make sure it continues to meet society and regulator expectations to treat customers fairly in this challenging situation.


  • Sajedah Karim, Partner, Financial Services Risk, Ernst & Young LLP
  • Jenny Clayton, Partner, Risk Consulting, Ernst & Young LLP
  • John Liver, EY Global Financial Services Regulatory Network Co-Lead and EY EMEIA Financial Services Compliance and Conduct Leader, Ernst & Young LLP

Learning outcomes:

  • What businesses are doing to secure good outcomes for customers
  • Pitfalls to be avoided
  • The outlook for the next six to twelve months
  • COVID-19-related conduct risks firms should be mindful of during this time
  • Where the regulators might go next

For your convenience, full text transcript of this podcast is also available. Read the transcript.


Sajedah Karim
Partner, Financial Services Risk, Ernst & Young LLP


Episode 1

Duration 21m 37s