1. An Introduction to Consumer Duty for Sales and Compliance Staff – Part 1

Welcome to An Introduction to Consumer Duty for Sales and Compliance Staff – Part 1

The Consumer Duty introduces a new era of consumer protection in the retail financial services market. It sets clearer and higher standards for how firms should behave and the culture they must create to put customers’ needs first. Under the Duty, firms must carefully consider how their products and services affect consumers throughout the entire customer journey—before, during, and after the point of sale.

This module will help you understand what the FCA expects of your firm in meeting these standards. You will explore the Cross-Cutting Rules that guide all aspects of conduct, learn how to align your firm’s purpose and culture with the Duty, and see how authentic commitment to these principles delivers consistently good outcomes for consumers.