Consumer Duty Course

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The FCA's Consumer Duty is a new standard which addresses the conduct of firms. As a result, there is a new Principle for Businesses. Principle 12 states that a firm must act to deliver good outcomes for retail clients.

Since there's some overlap between this Principle and Principles 6 & 7, it will replace those Principles for firms providing advice and services to retail clients. Firms need to ensure they serve the best interests of their customers.

Our Consumer Duty Course explains the new FCA Principle 12, each key element of this standard and what it means in practice.

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Consumer Duty

About this Course

This SCORM-compatible course is part of our FCA Compliance Library.

The library is available in the Skillcast Standard plan for larger companies or Skillcast Basic plan for those with under 50 learners.

Learning Objectives

This course will prepare your employees to:

  • Define the FCA Consumer Duty
  • Understand the rules that flow from the Consumer Duty
  • Articulate the desired outcomes for consumers
  • Apply the Consumer Duty to your day-to-day activity

Latest Course Updates

  • Course redesigned with a more modern feel
  • Full review conducted by an FCA expert
  • Updated so course is fully into line with the latest developments following the implementation of the Consumer Duty regulation
  • Updated to incorporate new content on closed products ahead of July 2024 deadline
  • Text & image updates throughout the course

Course outline


What is Consumer Duty?

- Phased implementation of the Consumer Duty
- A reminder of the current Principles for Businesses
- Changes to the Principles for Businesses
- You decide: Why do retail customers require a higher level of protection?
- The aim of the Consumer Duty
- The scope of the Consumer Duty
- The rules in detail
- You decide: Acting in good faith

The four consumer outcomes

- Outcome 1: Quality of products and services
- Good practices and practices that require improvement
- Outcome 2: Price and fair value of products and services
- The FCA's pre-implementation review
- Post-implementation review: Good practices
- Outcome 3: Consumer understanding
- Good practices in consumer understanding
- Practices that require improvement in consumer understanding
- Outcome 4: Consumer support
- Good practices & practices that require improvement in consumer support
- You decide: Alan needs some advice

Safeguarding the vulnerable

- Good practices in safeguarding the vulnerable
- Practices that require improvement in safeguarding the vulnerable

Closed products

- You decide: Closed products
- Closed products
- Closed products considerations in detail
- You decide: Closed products

Monitoring outcomes under the Consumer Duty

- What does this mean?
- Our monitoring programme
- You decide: The FCA's expectations

The Consumer Duty & the SMCR

- You decide: The CFO




Course Specifications



Approximately 30-minute long e-learning course followed by a 10-question assessment.



Suitable for all staff - examples and interactivities designed for staff at all levels. No previous knowledge or experience is required.



SHARD-compliant, responsive display on all devices, accessibility on screen readers, visual design controlled via a client style sheet.



All Windows, Mac OSX, iOS, Android (Flash-free for mobile compatibility). AICC and SCORM 1.2-compliant, suitable for both hosted and deployed SCORM or AICC.



Fully customisable on Skillcast Portal CMS.



Pre-translated versions not available, but all text content can be exported for translation into all languages.



Based on UK legislation, but suitable for global audiences upon the removal of UK-specific references and translation as necessary.

FCA Courses Library

Our FCA Course library of over 60 training modules covers everything from high-level and conduct of business standards to thematic topics, including treating customers fairly.

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