Consumer Duty Awareness

Understanding the FCA Consumer Duty and what it means for financial services firms

Course Overview

This course provides learners with an understanding of the FCA Consumer Duty and the requirements it places on financial services firms to deliver good outcomes for retail customers. Learners will explore the three cross-cutting rules, the four consumer outcomes, the consumer understanding obligation, vulnerability considerations and the governance requirements of the Duty. The course is suitable for all staff in FCA-regulated firms.

Learning Outcomes

• Understand the purpose and scope of the FCA Consumer Duty
• Explain the three cross-cutting rules of the Consumer Duty
• Apply the four consumer outcome requirements
• Understand the consumer understanding obligation and communications standards
• Recognise vulnerability considerations under the Consumer Duty
• Support Consumer Duty governance and monitoring requirements
• Apply Consumer Duty principles to day-to-day customer interactions

Course Structure (3 topics, 9 lessons)