On 3 December 2014, the Director of Consumer Protection of the CBI delivered a speech at the Insurance Ireland Customer 360° Conference titled 'The Role of the Regulator in the Customer World'.  Amongst other matters, the speech focused on the '5 Cs' (consumer, culture, compliance, confidence and challenge); through which the CBI aims to ensure consumer protection.  From the insurance industry perspective, he commented that (a) the CBI frequently encounters good levels of compliance (while noting that there are some issues to be addressed) and (b) the low tolerance level of the CBI for failure to meet CBI requirements in the context of payment protection insurance sales.  He added that an area still causing concern on a cross-sectoral basis is outsourcing/delegation of core activities to third parties (and emphasised that responsibility remains with the firm outsourcing/delegating in this regard).