FCA Consumer Duty


The Financial Conduct Authority (FCA), the regulatory body overseeing financial markets and firms in the United Kingdom, has put forth a new proposal known as the Consumer Duty. This initiative aims to bolster consumer protection within retail financial markets, particularly the insurance sector. By introducing a higher level of standards, the FCA intends to address challenges faced by consumers, including complex products, misleading information, and inadequate redress mechanisms.

Key Elements of the Consumer Duty:

  1. Overarching Principles: The Consumer Duty revolves around a set of overarching principles that will shape firms’ conduct toward their customers. These principles emphasize acting in the best interests of consumers, providing suitable products and services, and ensuring fair treatment.
  2. Duty of Care: Central to the Consumer Duty is the duty of care provision, requiring firms to exercise reasonable care when interacting with customers. This entails taking appropriate measures to prevent harm and ensuring that products and services meet customers’ needs.
  3. Clear and Accessible Information: Under the proposed regulations, firms must provide clear, accurate, and timely information to consumers. This includes presenting information in an understandable manner, avoiding convoluted jargon or technical language that may confuse or mislead consumers.
  4. Product and Service Design: Firms will be expected to consider consumer needs and characteristics during the design phase of their products and services. This proactive approach seeks to mitigate potential consumer harm and promote customer-centric solutions.
  5. Ongoing Product and Service Support: The Consumer Duty emphasizes the importance of continuous support for consumers throughout their journey. Firms will be required to assist customers in understanding and effectively utilizing the products or services they have purchased. This ensures that consumers receive the necessary support beyond the initial sale.

Progress and Consultation

The FCA’s proposal for the Consumer Duty represents a crucial step in strengthening consumer protection in the financial industry. However, it is important to note that the regulations are currently in the consultation stage. This allows stakeholders and industry participants to provide feedback and contribute their perspectives before the final rules are implemented


The Consumer Duty, proposed by the Financial Conduct Authority, seeks to establish higher standards of consumer protection within retail financial markets. By emphasizing principles, duty of care, clear information, product/service design, and ongoing support, the FCA aims to address the challenges faced by consumers in the financial industry. As the proposal moves through the consultation stage, the collective efforts of regulators, industry participants, and stakeholders will help shape and refine the Consumer Duty to ensure robust consumer protection in the evolving landscape of financial markets.

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