The Consumer Duty & The Requirements for Firms

Master the FCA requirements and effective practice considerations. Discover if it's more than just Treating Customers Fairly.

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A half-day FCA Consumer Duty Course

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Download: Course Outline

• Understand the Consumer Duty rules, cross-cutting rules and consumer outcomes, and the TCF outcomes
• Identify gaps, prioritise risks, and plan practical changes across products, services, and customer journeys
• Strengthen your implementation oversight, control frameworks, and alignment with the FCA expectations and deadlines

Session 1: Where We Were – Where We Are

Current timescales and expectations: the road to both deadlines begins this new consumer duty training
Treating Customers Fairly (TCF) and Conduct Risk
Alignment with SMCR
Change to the Conduct Rules and COCON
Current regulatory commentary on implementation quality

Session 2: The Consumer Principle / Principles 6 & 7

Principle 12 – The Consumer Principle
Mindset, culture and data in place to deliver the aims of the new Principle 12
Measurement, Management and Gap Identification
Gap filling; working towards a set goal

Session 3: Consumer Duty Cross-Cutting Rules

Amplifying the Consumer Principle
Three rules:
- Firms must act in good faith towards retail customers
- Firms must avoid foreseeable harm to retail customers
- Firms must enable and support retail customers to pursue their financial objectives
Defining and understanding regulatory expectations concludes session 2 of consumer duty training, session 3.

Discussion & Exercise – Areas of our business impacted/prioritised

Session 4: The Four Outcomes

Focusing on retail customers
Consumer Responsibility
Product oversight and governance – back to the drawing board
Pricing and accountability
Communications: clear, fair and not misleading but supercharged
Transforming 'customer service' to 'customer support' and the client lifecycle

Session 5: Other Important Elements

Outsourcing the Consumer Duty – in short, not an option
Vulnerable Customers
No private right of action
Impacts on T&C; Financial Promotions, Compliance Monitoring; Audit activity; Induction programmes; Employee handbooks or Codes of Conduct; and Breach Management
IT Programme management – enhanced MI and reporting
Evolution or revolution?
This consumer duty course concludes Section 5 with an overview of non-handbook guidance and its practical application

Case Studies: TBC as industry commentary develops

Wrap-Up

Summary
Questions
Open forum

Please note that course content is subject to last-minute changes based on the finalisation of the FCA’s new rules.

Consumer duty training is delivered by a highly experienced specialist with over 20 years of expertise in compliance, regulatory oversight, and risk management across the financial services sector.

Throughout his career, this expert has led both European and global functions in Wealth Management divisions, alongside custodians and global banks. As an ex-regulator, he brings a deep, practical understanding of how supervisory bodies operate and what they expect from firms in practice—not just in theory.

This expert specialises in regulatory compliance and financial crime and has extensive experience translating complex regulatory requirements into practical, robust processes that support effective governance and stand up to regulatory scrutiny. His high-level knowledge is clear through this consumer duty course.

Redcliffe’s FCA consumer duty course sets out the key regulatory developments, expectations, and practical considerations required to align your organisation with the FCA’s Consumer Duty framework. Training focuses on real-world application and accountability:

The FCA’s new rules and requirements, and how we got here.
Application of the new Principle and Conduct Rule, and where current arrangements continue.
Applying good practices and avoiding the bad.
The new rule requirements through each stage of the product and client life-cycle.
The three cross-cutting rules and the four consumer outcomes. How they link to the six outcomes of treating customers fairly (TCF).
Sessions link change to senior manager accountability under SMCR.
Bringing these elements together, consumer duty training equips participants with a clear, structured framework to identify gaps, prioritise risks, and develop a practical action plan aligned with FCA expectations.

New consumer duty training is designed for professionals working within UK-regulated firms subject to the FCA’s Consumer Duty requirements.
Ideal for individuals responsible for ensuring compliance, interpreting regulatory expectations, and embedding Consumer Duty within their organisation.
Sessions are particularly relevant to those operating across the three lines of defence.
This course is suitable for any professional involved in the design, implementation, advising, monitoring, or testing of the key elements of a retail business.
Professionals looking to strengthen their practical understanding of the Consumer Duty and apply it effectively in day-to-day roles will benefit from this consumer duty course.

Consumer duty training provides an analysis and impact of the new rules. We look at the key requirements and changes, but in the context of how we got here, what they are built on, the gaps and reasons for addressing these.

Sessions review the rules and their practical implications and application:

What do we need to do?
What needs to change?
What are the pitfalls, and what are our options?

The urgency to comprehend and navigate these regulatory changes is underscored, emphasising the necessity of aligning with stipulated deadlines. New consumer duty training not only serves as a knowledge repository, but it also emerges as an indispensable tool for proactively meeting implementation deadlines. Sessions give participants the requisite support to navigate the intricacies of implementation activity and exercise effective oversight of control frameworks.

Enrolling in this program, participants will gain a strategic advantage in adapting to the evolving regulatory landscape. Sessions are designed to empower all levels within an organisation, ensuring a comprehensive understanding of the nuances of the new consumer duty regulations. For organisations keen on fortifying compliance mechanisms, this training offers a pivotal resource.

The rules impact a huge amount of what we do, from senior leadership teams to the shop floor and being ready to meet both deadlines. We should understand and map the challenges as soon as we are able. Consumer duty training provides essential support for implementation activity and control framework oversight.