Consumer Duty
Consumer Duty is a very significant piece of UK regulation introduced by the Financial Conduct Authority (FCA), which came into force on 31 July 2023. It sets high expectations for firms across the financial services industry on the standard of care to give consumers in retail financial markets.
Consumer Duty is a regulatory framework introduced by the Financial Conduct Authority (FCA) to prioritise consumer protection in financial markets. Consumer Duty aims to ensure fair treatment, transparency, and accountability in the financial services sector, promoting trust and confidence among consumers.
Consumer Duty comprises of four Consumer Outcomes which define the basis of the firm to consumer relationship.
Four consumer outcomes:
- Products & Services
Firms should offer products and services that are suitable for their clients, taking into account their individual circumstances and risk tolerance.
- Price & value
As part of providing suitable products and services that meet clients' needs and objectives, Firms should provide clear information about the features, risks and costs associated with these offerings.
- Consumer understanding
Firms should communicate in a clear, fair and transparent manner with their clients, ensuring that information is easily understandable and avoiding misleading or confusing language.
- Consumer support
Firms must prioritise their clients interests and act in a way that delivers positive outcomes for them. Special attention must be given to vulnerable clients who may have specific needs or require additional support. Firms should have appropriate policies and procedures in place to identify and address the needs of vulnerable clients, ensuring they are not disadvantaged.