FCA Consumer Duty Annual Board Reports: Your 2025 Healthcheck
July 2025
Event details
Welcome to CMS’s Consumer Duty Bite Size Briefing Series — a five-part collection of short, high-impact webinars designed to help financial services professionals navigate the evolving regulatory landscape with confidence.
Led by CMS partners Elisabeth Bremner and Tom Dane, each 20-minute episode distils the FCA’s expectations into practical, actionable insights. From governance and fair value to vulnerable customers and redress, the series offers a comprehensive guide to embedding the Consumer Duty across your organisation.
Whether you're in compliance, legal, product development, or customer experience, this series will equip you with the tools to deliver better outcomes, reduce risk, and build trust with your customers.
Explore each episode below and access the full recordings on demand.
First webinar: Governance, outcomes monitoring and board reports
This episode explores how firms can define and monitor good customer outcomes under the Consumer Duty. Elisabeth Bremner shares insights into building effective governance frameworks, structuring board reports, and using management information (MI) to evidence compliance.
Second webinar: Product governance frameworks and fair value assessments
Focusing on products and services and fair value frameworks, the session highlights the FCA’s expectations around price & value and robust product governance. We break down how firms can develop effective frameworks, assess the needs and outcomes of different customer segments, ensure distribution strategies align with target markets and deliver fair value across the distribution chain.
Third webinar: Customer understanding and consumer support outcomes
In this episode, we examine how firms can improve customer communications and support. Drawing on behavioural insights and FCA findings, the session offers practical strategies for simplifying information, tailoring interactions, and removing friction from customer journeys.
Fourth webinar: Vulnerable customers and delivering good outcomes
This session dives into the FCA’s vulnerable customer guidance and its integration into the Consumer Duty. We discuss how firms can identify and support customers with additional needs, train staff effectively, and monitor outcomes with sensitivity and precision. A thoughtful and actionable guide for firms committed to inclusive service delivery.
Fifth webinar: Complaints handling, root cause analysis, redress and group litigation
In the final episode, we explore the rising tide of complaints and the regulatory push for proactive redress. Covering recent consultation papers, mass claims, and litigation trends, the session equips firms with tools to manage risk, respond to systemic issues, and navigate the evolving redress landscape.
Local market knowledge. Global outlook
We provide future-facing legal advice to help your organisation thrive. Combining local market knowledge and a global perspective, and with lawyers in locations worldwide, your organisation benefits from the expertise it needs, even across borders.
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