Sally Felton, HSBC

Sally Felton has been with HSBC since 1987, primarily in the Cards business and over the last few years within the Fraud environment. Her previous roles have included Fraud Policy and managing the Secure e-Commerce projects . She is currently managing HSBC's Flu Pandemic scheme but will be joining the Forum in the capacity of her recent role of First Party Fraud manager. Until her recent change of roles, Sally also chaired the Industry First Party Fraud Working group.

First party fraud – the challenge process
This presentation will highlight the key issues faced by First Party Fraud teams, the types of customers attempting to make a dishonest allegation of fraud and the process by which most companies investigate these claims. It will not concentrate on the organised gangs of fraud, but on the growing trend of individual customers endeavouring to de-fraud companies and some of the reasons why they may be doing so. There will also be a number of case studies discussed and the opportunity for questions at the end of the session.