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Consumer Duty

The Financial Conduct Authority (FCA) has changed how we approach and treat customers by introducing Consumer Duty.

Learn all about these changes and what they mean for you, including how to drive customer success and continuously improve as an organisation around this goal.

Learning Objectives

  • To identify what Consumer Duty is and why it has been introduced
  • To demonstrate an understanding of the new Principle 12 – Consumer Duty, the cross-cutting rules and the four outcomes
  • To know what the new individual Conduct Rule is and how it works
  • To define and recognise a ‘good outcome’
  • To gain awareness of identifying vulnerable customers and dealing with those that need more support
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Course Duration:

20

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Accreditations

CPD

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Touchpoint:

AA accessible

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Accessible PDF:

eBook

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