About the Course

This course is a clear introduction to the UK’s Consumer Duty. You will discover the main obligations it creates, what it means for businesses and consumers, and how expectations have changed. It is ideal for anyone new to compliance or those who need a simple, practical overview of the rules.

Duration

90 minutes

Learning Outcomes

After completing the course, you will:

• Understand the basic background and purpose of the Consumer Duty.
• Recognise how it affects daily business activities and the customer experience.
• Be able to pick out the main responsibilities set out by the FCA and who must comply.

Course Outline

The session starts by exploring what the Consumer Duty is and why it became necessary in the UK’s financial services sector. You’ll learn how the Consumer Duty shapes fair treatment—making sure firms act in the best interests of their customers at every stage. The course covers:

• The origins of the Duty, including why it was introduced.
• Key principles about fairness, clear communication, and delivering good outcomes.
• How the rules affect your business, with practical case studies and examples.
• What records you must keep and when action is needed to fix problems.
• The FCA’s approach to monitoring compliance and the evidence they look for.

You will return to work with the confidence to explain the purpose of the Consumer Duty and know where it sits in the wider regulatory landscape. By the end, you’ll have gained essential knowledge to help your firm meet expectations, improve the experience for customers, and stay up to date with UK compliance.