Consumer Duty


The financial services landscape in the UK has undergone a significant shift with the introduction of the Consumer Duty, implemented by the Financial Conduct Authority (FCA) in July 2023. This landmark regulation marks a new era, raising the bar for consumer protection and demanding a fundamental shift in how firms approach their clients.

What is Consumer Duty?

The central tenet of the Consumer Duty is enshrined in a new Consumer Principle: firms must act to deliver good outcomes for retail customers. This translates to four key outcomes that every interaction between a firm and its customer should strive to achieve:

  • Understanding consumers’ needs and circumstances: Firms must actively gather and analyse information to truly understand their customers’ financial goals, risk tolerance, and vulnerabilities. This requires moving beyond superficial demographics to create individualised profiles that inform every decision.
  • Providing information in a clear and accessible way: Gone are the days of dense jargon and opaque terms and conditions. The Duty demands plain language and easily digestible information to ensure consumers understand the risks and benefits of products and services before making any decisions.
  • Offering suitable products and services: The era of pushing one-size-fits-all solutions is over. Firms must tailor their offerings to individual needs, avoiding mis-selling and ensuring products provide fair value for the customer’s circumstances.
  • Supporting and acting with due regard: This encompasses providing accessible and responsive customer support, proactively identifying and addressing potential harm, and prioritising good faith interactions throughout the entire relationship.

Beyond Compliance: A Cultural Shift

The Consumer Duty is not merely a set of boxes to tick, but a call for a fundamental change in how firms operate. It necessitates a deep cultural shift, prioritising transparent communication, customer-centricity, and proactive risk management. Firms must move beyond a compliance mindset and embrace a culture of care and accountability towards their customers.

Implications for Consumers:

Consumers can expect a noticeable difference in their interactions with financial service providers. They should enjoy:

  • Enhanced communication: Transparent explanations of products and services, readily available support, and personalised advice tailored to their specific needs.
  • Greater protection from harm: Proactive identification and mitigation of potential risks, fairer treatment, and easier avenues for redress in case of issues.
  • Increased confidence and informed decision-making: Clear information and personalised guidance will empower consumers to make informed choices about their finances.

Challenges and Opportunities for Firms:

While the Consumer Duty brings significant benefits for consumers, it also presents challenges for firms. Implementing it effectively requires:

  • Shifting resources and organisational structures: Building customer-centric teams with the skills and expertise necessary to understand and cater to individual needs.
  • Investing in data and technology: Leveraging data analytics to create accurate customer profiles and develop targeted products and services.
  • Embedding a culture of compliance and care: Fostering a customer-focused ethos throughout the organisation, with accountability and transparency ingrained in every process.

Despite the challenges, the Consumer Duty also presents numerous opportunities for firms:

  • Building trust and brand loyalty: By prioritising customer well-being, firms can cultivate stronger relationships and differentiate themselves in a competitive market.
  • Driving innovation and product development: Understanding customer needs through personalized data analysis can lead to the creation of more relevant and valuable products and services.
  • Enhancing risk management and operational efficiency: Proactive identification and mitigation of potential harm can ultimately translate to reduced costs and improved business performance.

The Road Ahead: Continuous Evolution and Refinement

The implementation of the Consumer Duty is an ongoing process. The FCA will continue to monitor its effectiveness and refine its guidance, ensuring the evolving needs of both consumers and the financial services landscape are addressed. This dynamic approach allows for continual adaptation and improvement, safeguarding the interests of consumers and fostering a healthier, more customer-centric financial ecosystem.

How Richardson Lissack can help

Our law firm has a team of experienced lawyers who specialise in drafting policies which are tailored to a business’s needs. We understand the complexities of Consumer Duty regulations and the importance of having a comprehensive policy in place.

We will provide a bespoke Consumer Duty policy tailored to your specific business needs. Our policy will cover all the necessary requirements of the Consumer Duty regulations. We will ensure that your policy is up-to-date with any relevant changes to the regulations and provide ongoing support to ensure that your policy remains effective.

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Our team of experts

Tim Thomas
Tim Thomas

“From the day we appointed Tim and his team, the communication with us was outstanding, always at the end of the phone or email, more than often outside office hours, with a fantastic level of knowledge.”

Ben Richardson
Managing Partner
Ben Richardson

“The professionalism throughout was exemplary, I felt I was always able to make contact and receive feedback from the start to the end of the process. Ben was a much needed calming influence throughout.”

Anthony Smith

“I would like to say the service from Anthony was excellent. Whilst I see people, including my co-defendants getting frustrated with their legal team (ie. not being able to contact them and not getting questions answered), I have had a great service and was always satisfied from start to finish.”

Kim Nihill
Kim Nihill

“Kim’s always gone the extra distance in times of need and always been ever so easy to talk especially in times of stress. Kim’s very thorough and diligent in her work who’s judgement and opinion I’ll always trust. Kim’s always been readily available and if not - very prompt in getting back to me. I’ve recommended Kim to friends over the years and they’ve always thanked me in doing so as she’s provided them with the same level of care and attention. It’s been very reassuring having Kim in my corner.”

“I am really happy with and grateful for the service Stephen have rendered, which I think has been of high quality. Stephen's advice and insights have always been clear and with my best interests in mind. There are very few professionals I have worked with in either my business or personal life who have been as consistent as Stephen has at doing what he promised, at the time he promised it.”

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