The FCA has published a customer-focused web page announcing the implementation of the new Consumer Duty.
Consumer Duty

The Consumer Duty is here – Are firms prepared?
As of 31 July 2023, the Consumer Duty is now in force. The FCA is expecting initiatives for improvement to come from the highest levels and will hold companies, including senior executives and boards, responsible for ensuring positive outcomes for consumers.

Consumer Duty Countdown – A Reminder for Firms
There’s just over a month left until the implementation deadline for the new Consumer Duty. Is your business prepared?

A Broker's Duty Of Care: The FCA’s Consumer Duty
This article, provided by guest authors Robin Wood and Roger Franklin, continues our series looking at an insurance broker’s duty of care and improving the quality of your Professional Indemnity risk management. This week focuses on the FCA’s Consumer Duty.

Supporting Customers Throughout the Product and Service Lifecycle
Under the Consumer Duty, firms must enable and support customers to pursue their financial objectives throughout the customer journey. In this article, we will look at how you can support your customers throughout the lifecycle of a product or service.
Is Your Firm Doing Enough to Ensure That Your Insurance Products and Services Meet the Needs of Customers?
Under the Consumer Duty, firms are required to ensure that all products and services meet the needs, characteristics, and objectives of customers in their target market, including those with protected characteristics or characteristics of vulnerability. How can inclusive design help to achieve this?

How Does Disclosing Mental Health Affect Insurance Prices?
People with mental health problems are being charged higher insurance premiums compared to non-sufferers. This article examines the implications of this and how firms can do more to ensure they are offering fair value to all customers.

How Will Training Evolve Under the New Consumer Duty?
Training has already come a long way in recent years, but how is the shift in focus to consumer outcomes, under the new Consumer Duty, likely to affect learning and development going forward?

How Can Insurance Firms Support Disabled Customers in Pursuing their Financial Objectives?
Last week, we looked at diversity and inclusion in customer services under the Consumer Duty. In this article, we will be looking specifically at disability, one of the nine protected characteristics, and how it can affect a customer’s experience.
The Old Library,
Lion Street,
Blaenavon,
Torfaen,
NP4 9QA