Martin Wheatley, managing director of the Financial Services Authority (FSA), told an audience that there are still unresolved issues around how customers are treated across financial services and getting to grips with them is central to rebuilding confidence and trust. Speaking at the Chartered Institute of Bankers in Scotland, he said that many of the lessons of the crisis had been learned, but that there was still much to be learned to improve the way customers are treated across the financial services sector: “We are working hard to get our regulation ready in time for the new regulators and we are building our understanding of what drives consumer behaviour, and banks’ business models. We need boards of firms to do the same, and for banks to rebuild confidence and trust by putting their customer back at the heart of what they do. The FSA will be replaced by the Financial Conduct Authority (FCA) next year and is now developing the new approach that the FCA will take to regulating the way that firms treat their customers.