Consumer Duty

Overview

Money. It makes the world go round. And it doesn’t grow on trees. That’s why making important financial decisions can be scary. Luckily, customers can seek guidance from professional financial institutions, like the one you work for. But how can they be sure their hard-earned cash is safe in your hands?

To make sure consumers are treated fairly, the FCA has designed and enforced new regulations called The Consumer Duty. It makes sure the customer’s best interests are always prioritised, helping them to feel confident when seeking guidance. All financial institutes which sell products or services to Business to Consumer (B2C) customers and Small and Midsize Enterprises (SMEs) must comply.

By the end of this course, you'll be able to:

• Explain the consumer principle as it applies to workplace activities, ensuring the prioritisation of customer outcomes in your decisions
• Apply the three key behaviours of consumer duty to all your applicable activities, ensuring positive customer outcomes
• Define and monitor the four outcomes of the firm-customer relationship, ensuring delivery of expected standards in all activities

Why should I take this course

If you sell financial products or services to consumers, you must follow the Consumer Duty. This course will examine how the consumer principles are applied in the workplace, and how to use key behaviours to achieve positive customer outcomes. It’ll also explain how you can continuously monitor firm-customer relationships, to keep delivering high standards of service.