FCA Consumer Duty Hub
The FCA’s Consumer Duty is no longer a project - it is the operating standard for every firm dealing with retail customers. The FCA’s questions have shifted from ‘have you implemented?’ to ‘can you evidence good outcomes, year after year?’ and its supervisory scrutiny is intensifying, not diminishing.
This Consumer Duty Hub gives in-house counsel, compliance and risk teams what they need to translate the Duty into defensible day-to-day practice, including on-demand webinars, articles and practical toolkits.
On-demand webinars
Consumer Duty Bite Size Briefings (June/July 2025)
CMS’s Consumer Duty Bite Size Briefing Series is a five-part series 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.
| Webinar 1 - Governance, Outcomes Monitoring and Board Reports We explore 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. |
| Webinar 2 - Products & Services, Price & Value We focus 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. |
|
| Webinar 3 - Consumer Understanding, Consumer Support 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. |
|
| Webinar 4 - Vulnerable Customers 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. |
|
| Webinar 5 - 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. |
Practical Toolkits
Consumer Duty Toolkit – Health Check (April 2025)
We have created our Consumer Duty Health Check to help firms to stress test their own implementation of the Duty.
Since implementation of the Consumer Duty, we have seen a flurry of activity from the FCA in conducting product interventions, market and multi-firm reviews, and firm surveys, as well as publishing portfolio and sector letters and examples of good and poor practice, highlighting expectations around Consumer Duty on: Implementation, Price & Value, Annual Board Reports and Complaints and root cause analysis. The regulator has also embarked on a process to simplify the FCA Handbook on retail customer requirements and rid it of over-duplication and complexity.
FCA is clear that this is the beginning of a journey, highlighting a number of areas where it wants to see firms continue to make improvements. It sees consumer protection and economic growth as mutually reinforcing and wants to empower customers by arming them with the right information and support to make good decisions for better outcomes.
As the FCA’s work on the Duty evolves, it will continue with thematic work across sectors, and work on specific products and services. Fair value will continue to be a keen point of focus, but given the holistic application of the Duty, this will inherently include looking at firms’ compliance with the product governance, consumer understanding and customer support requirements.
The Duty builds on, and strengthens, the FCA’s expectations for treatment of vulnerable customers. Meeting the needs of vulnerable customers threads its way through all aspects of the Duty framework. The findings of the FCA’s review of firms’ treatment of vulnerable customers (including older customers) was published on 7 March 2025.
Consumer Duty Toolkit – Annual Board reports (June 2024)
The FCA has made clear that the Consumer Duty should be a top priority for Boards. Boards must review and approve an annual assessment of whether the firm is delivering good outcomes for their customers. For more information and guidance on preparing the annual assessment, click the link below.
Consumer Duty Toolkit – Implementation (August 2022)
To help firms navigate the transition to the new Consumer Duty, we created our Consumer Duty Toolkit, which explains the steps businesses should consider.
Get in touch
If you’d like to discuss any aspect of your Consumer Duty compliance, please get in touch to find out how we can help.
2023 Bitesize Briefings
View our 2023 series of Bitesize Briefings
Articles
What does consumer duty mean for Fintechs?
The Consumer Duty and outsourcing: remediation or not?
Application of the FCA Consumer Duty to Motor Finance Providers
FCA publishes Notice of Undertaking and voices commitment to Consumer Duty
Regulation of BNPL
FCA outlines plans for the introduction of a regulatory gateway for firms which approve financial promotions
You may also be interested in
Our Future Financial Lives
Our Future Financial Lives report examines the intergenerational impact of our growing ageing population. It studies the hopes and perceptions of three different generations providing insights into their future financial-wellbeing and how the financial services sector might adapt to mitigate the effects.
