Consumer Duty white papers
Our latest thinking, research and opinion on Consumer Duty and customer vulnerability.
This paper examines the FCA Handbook Rules on Consumer Duty Regulations, specifically Principle 12. We extracted some key rules in order to explain the practical implications.
This paper looks at why it will be a far better customer experience if consumer characteristics data is provided once and then shared between different parties.
This paper takes a balanced view of both the opportunities and the challenges of implementing a Consumer Duty strategy – and how everything revolves around the proper recording and maintenance of consumers’ characteristics.
This paper looks at how the secure sharing of data across the supply chain is the only way to provide robust evidence that the whole supply chain is acting in the best interests of Consumer Duty.
This paper examines why firms are unaware of the extent of their customers’ vulnerabilities and provides strategies and ideas for a more comprehensive, accurate and inclusive means of assessment.
This paper looks at the need to treat all customers in the same way, as potentially vulnerable, recording their characteristics consistently, accurately and over time.
This paper looks at why vulnerability is not a binary issue, and what firms can do to more adequately meet the needs of the FCA’s Consumer Duty regulations, provide their business with the right management information – and serve their customers in the most ethical way.
This paper makes sense of how the needs of Consumer Duty can be translated into robust, practical actions which can better bear independent assessment and serve the firm far more effectively than a yes/no database flag.