Regulation  

Guide to the consumer duty

  • Explain how firms will approve and review products and services
  • Explain the obligations of groups in the distribution chain
  • Understand how firms need to communicate to different customer groups
CPD
Approx.60min
Guide to the consumer duty
(Pavel Danilyuk/Pexels)

Introduction

Industry commentators have said that the consumer duty is a huge opportunity to ensure firms are empowered to think beyond simple compliance with a rule book and take a holistic approach to ensuring customers receive good outcomes.

The regulation is so significant, that even the FCA has said it will lead to a “major shift” in financial services.

Under the duty, all groups involved in bringing investment choices to advised consumers have a responsibility to act so these retail investors receive good outcomes, hence they all have their own obligations.

Data will be crucial in evidencing compliance with the duty and achieving good consumer outcomes, meanwhile the way in which firms communicate with customers will be expanded much wider under the duty.

This guide is worth 60 minutes of CPD.

In this guide

CPD
Approx.60min

Please answer the six multiple choice questions below in order to bank your CPD. Multiple attempts are available until all questions are correctly answered.

  1. Which of the following is the odd one out? The consumer duty regulation applies to:

  2. Many of the rules around designing and ensuring products remain fit for purpose are already embedded in which regulation?

  3. According to Craig Ross, a consumer duty project comprises which three stages?

  4. If financial advice firms can use technology to automate the non-value-add parts of the advice process, what does Jonathan Warren say this will lead to?

  5. Under the consumer duty rule, what is the role of the platform provider?

  6. According to Chris Smeaton, why does a firm need to develop methods of monitoring and measuring customers and their needs on an ongoing basis?

Nearly There…

You have successfully answered all the questions correctly, well done!

You should now know…

  • Explain how firms will approve and review products and services
  • Explain the obligations of groups in the distribution chain
  • Understand how firms need to communicate to different customer groups

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