Introduction to the Consumer Duty
The FCA's Consumer Duty is a new standard which addresses the conduct of firms. This duty aims to achieve a step change in how customers are protected.
This set of rules ensures that regulated firms are fair to their customers for the entirety of their relationship with them and that they are not taken advantage of.
Our Introduction to the Consumer Duty Course introduces this FCA Principle, the expectations that it sets and how to apply it in your day-to-day work.
- 15 Minutes
- All staff
- Based on UK legislation, but suitable for global audiences upon the removal of UK-specific references and translation as necessary.
- FCA Compliance Library, Insurance Compliance Library

Learning objectives
- Name the FCA Consumer Duty
- Recall the cross-cutting rules that explain the Consumer Duty
- Describe the outcomes that we must achieve for our customers
- Recognise when the Consumer Duty applies to your day-to-day activity
What can you expect your employees to learn?
Welcome
What is Consumer Duty?
- You decide: Why do retail customers require a higher level of protection?
Principle 12 - Consumer Duty
- Isn't that TCF with a different name?
- You decide
Three cross-cutting rules
- You decide
The four outcomes
- You decide
Good practice
Monitoring
New Conduct Rule for Individuals
- You decide
Summary
Affirmation
Assessment
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Your questions, answered
Common FAQs
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Is our training content still compliant with the latest legislation?
- You can check the latest course content updates in our library updates page: https://www.skillcast.com/compliance-course-library-updates
- For major legislative changes, we:
- Will send you email alerts to ensure you are notified
- Offer you a free trial of newly created or updated content
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Our Suspicious Activity Register allows staff to log concerns or irregularities they observe, helping you detect potential issues early. The secure register can be reviewed by compliance teams, enabling prompt investigation and action.
What file types are supported by the Skillcast system?
Features |
Supported file types and details |
File Exchange |
File types: PDF, Excel spreadsheets, Word documents, SCORM and xAPI files, and compressed zip files. Max file size: Default is 1GB, can be increased to a max of 2GB |
SCORM files |
Versions: SCORM 1.2, SCORM 1.2 for Moodle, SCORM 2004 2nd, 3rd and 4th Edition. Max file size: 1024MB |
xAPI file |
Max file size: 2GB |
Videos |
File types: MP4 or MOV. Videos must be optimised, with a max file size of 100MB. If the file is bigger, our Design Team can help |
Images |
File types: jpg, png and gif. The file size should ideally be 100KB, but it can be up to 250KB |
CPD evidence |
File types: Word, PDF, Excel and CSV. File size: the limit should be whatever the portal config option is set to. Servers are set to max 2GB |
Policy documents |
PDF or Word File size: the limit should be whatever the portal config option is set to. Servers are set to max 2GB |
Offline activities evidence |
File types: PDF, DOC, DOCX, XLS, XLSX, CSV, PNG, GIF, JPEG, JPG, PPTX and MSG. File size: the limit should be whatever the portal config option is set to. Servers are set to max 2GB |
Client logo files |
File types provided by client: EPS, PDF, AI and SVG |
Registers |
PDF, DOC, DOCX, XLS, XLSX, CSV, PPT, PPTX, POT, PPA, PPS, JPG, JPEG, PJEPG, PNG, BMP, GIF, MP4, MOV, WMV, CPTX, CP, TXT, ZIP and MSG files |
Declarations |
JPG, JPEG, PNG, GIF, XLS and XLSX files |