Introduction to the Consumer Duty

• 15 Minutes
• For all staff
• UK

The FCA's Consumer Duty sets a higher standard for firm conduct and aims to change how customers are protected across the whole life of a product or service. This 15-minute express course helps staff name the Duty, recall the cross-cutting rules that sit behind it, and describe the outcomes the firm must achieve for its customers.

The short format works as a baseline for staff whose roles touch customers indirectly, where a full course would be disproportionate but ignorance is not acceptable. Outcomes are produced across the whole business, including by teams that never speak to a customer. Establishing the vocabulary everywhere is what makes the firm's outcomes monitoring reflect something real.