FCA
Consumer Duty
To help ensure customers’ hard-earned cash is safe in your hands, the FCA has created a new principle – Principle 12: The Consumer Duty. It’s a set of rules based on improving customer outcomes. You need to follow Principle 12 with all UK retail customers. This course explains The Duty and how to implement it in the workplace.
Learning outcomes:
- Explain the consumer principle as it applies to workplace activities, ensuring the prioritisation of customer outcomes in your decisions
- Apply the three key behaviours of consumer duty to all your applicable activities, ensuring positive customer outcomes
- Define and monitor the four outcomes of the firm-customer relationship, ensuring delivery of expected standards in all activities
If you’re new to selling financial products, you may be thinking “What is customer duty?”. Well, it’s there to ensure customers' best interests are prioritised. This course will examine how consumer principles are applied in the workplace, and how to use key behaviours to achieve positive customer outcomes. It’ll also explain how you can continuously monitor firm-customer relationships, to keep delivering high standards of service.
If you sell financial products or services to consumers, you must follow the Consumer Duty, so this course is for you specifically but would be handy for anyone who handles cash at work.
Peace of mind with testing
This course also has an assessment at the end which allows learners to test their understanding and helps businesses demonstrate a level of competence in the topic.
Accessibility
Everyone has the right to learn and learner need can vary depending on environment or disabilities. To support this diversity, we provide transcripts so people have text options for media, alongside subtitles for all videos.
Want to see more?
Your business will likely face unique challenges, but our friendly team is happy to answer any questions you may have. We’re eager to show you any specific courses you’re interested in, or guide you through our off the shelf eLearning courses.