An Introduction to Consumer Duty for Sales and Compliance Staff – Part 2

Welcome to An Introduction to Consumer Duty for Sales and Compliance Staff – Part 2

Building on the foundations set out in Part 1, this module takes a deeper look at what the Consumer Duty means in practice. You will explore the detailed requirements of the Consumer Principle and Conduct Rule, and learn how these set a higher standard for firms to consistently deliver good outcomes for consumers.

We will examine the Cross-Cutting Rules and the Four Outcomes in detail, and consider what the FCA expects from firms in monitoring and evidencing their delivery.

You will also learn about how your firm’s purpose, culture, and leadership play a crucial role in meeting these expectations. This includes understanding how to support vulnerable customers, appoint an effective Consumer Champion, and embed Conduct Rule 6 under the Senior Managers and Certification Regime (SM&CR).

By the end of this module, you will have the knowledge and tools to help your firm align with the Duty in a way that is authentic, proactive, and demonstrably focused on putting customers first.