Welcome to our Consumer Duty hub

What is Consumer Duty?

Consumer Duty is a FCA directive that sets higher and clearer standards to protect consumers across financial services and requires firms to put their customers’ needs first.

We see Consumer Duty as another way to drive great customer outcomes and deliver our purpose - to help make retirement more rewarding.

How we can help you get ready

The documents below will help you understand what the Duty is and how it impacts your firm, identify the areas that need your attention and build a plan to evidence your compliance.

We've also included our fair value assessments and target market statements to help you with your preparations. 

Our webinar programme

Christian Markwick from The Verve Group will lead a series of 8 online events.

These will cover:

  • What you need to consider for Consumer Duty
  • How you can adapt your business to be ready and compliant
  • And – importantly – how you can evidence that you’re ready and compliant

Consumer Duty Illuminate articles

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Consumer Duty outcomes

The four outcomes are a suite of rules and guidance. They set detailed expectations for firm conduct in four areas that represent key elements of the firm-consumer relationship.

Outcome 1

The governance of products and services

Outcome 3

Consumer understanding

Outcome 2

Price and value


Outcome 4

Consumer support