Baroness Bowles of Berkhamsted (LD)

My Lords, I rise briefly to support my noble friend Lord Sharkey’s amendments. Some years ago, I gave a speech on ethics in finance in connection with the international Robin Cosgrove Prize in which I outlined what I called my eggshell strategy. The premise was simple: we must force firms, boards and employees to think, not merely to comply. Worry is a warning system. The question is never “How close to the line can we sail?” but “How fair have we been?” The core issue here is exactly that: rule compliance is not a substitute for fundamental fairness. The FCA’s consumer duty expresses the same principle, but that does not mean that the FCA should become the sole repository of judging fairness. We have always had the courts as the backup, and the Financial Ombudsman Service more recently, because courts are financially inaccessible to most consumers. The proposal to tie the ombudsman strictly to FCA rule compliance assumes that, if a firm follows the letter of a rule, it has acted fairly. The motor finance saga demonstrated the opposite. For years, firms relied on nuances in the FCA’s disclosure rules to argue that discretionary commission arrangements were permissible, but these were hidden discretionary commissions, and any reasonable person looking at those structures from a consumer’s perspective could see that variable hidden commissions, with costs levied on the consumer, were inherently unfair. Honesty and transparency are always the best policy, irrespective of rule nuances. They are your defence. Firms must think like a consumer when considering what is fair, rather than asking their compliance officers how close to the line they can sail. If we shackle the ombudsman to technical rule compliance, we destroy its core statutory purpose to provide an independent, common-sense check where formal regulations have fallen short or lagged behind market practice. Equally, imposing a rigid 10-year absolute long-stop creates a dangerous incentive. In long-tail products or hidden commission structures, unfairness may be actively concealed. A 10-year cut-off rewards firms that manage to keep material facts hidden for a decade, while shutting the door on consumers who discover the harm only years later. Under Section 32 of the Limitation Act, the courts do not allow time to run when material facts have been concealed. Why should the Financial Ombudsman be forced to do so? A regime that rewards concealment is not a regime that promotes fairness.