The Consumer Duty sets higher and clearer standards of consumer protection across financial services and requires firms to ensure their clients receive good outcomes. Firms will need demonstrable evidence as to how they have acted to understand and meet their customers’ needs.
There are four main measurable outcomes of Consumer Duty:
Products and services
Financial products should be designed to meet the objectives of the identified target market.
Price and value
Customers should pay a fair price for a financial product or service in respect of the overall value they derive from it.
Firms should provide clear information to enable customers to make informed decisions about financial products and services.
Customers should be given sufficient information and support to meet their needs both initially and throughout their relationship with a firm.