Consumer Duty hub
Here to support you through the regulation wilderness, with focus on the four key outcomes the FCA expect firms to achieve.
"Our Consumer Duty hub contains a range of resources to help you understand the new rules, what they mean for your business, and what your next steps should be. We’ll continually add supporting resources to this page, so please keep checking back to see what’s new."
Mark Rendle - Head of Marketing
What is the Consumer Duty?
The FCA wants to make sure consumers are properly protected by every producer and distributor of financial services or products. That includes advisers like you, and companies like AJ Bell. To make sure we all know what’s expected of us, they’ve introduced the Consumer Duty.
These new rules aim to achieve good customer outcomes in the four key areas of ‘price and value’, ‘consumer understanding’, ‘products and services’, and ‘consumer support’.
How does this impact advisers?
By providing customers with good value for money, clear information when they need it, well-designed products or services and plenty of support after they’ve bought them, the Consumer Duty should mean a big improvement in consumer protection.
It also means you’ll need to review your entire customer journey, looking at everything from marketing materials and pricing, to staff training, governance and accountability. Fortunately, the Consumer Duty hub is here to help you out.
Products and services
The oversight and governance summaries in this section include details on our products’ target markets, key features and risks. You can use the summaries to support your compliance with the new Consumer Duty regulations.
Resources:
Price and value
Firms need to demonstrate their approach to charging strikes a fair balance between the overall price customers will pay over their lifetime for a product or service, and the benefits they’re likely to receive.
When assessing the value of a service, the FCA suggests firms consider what it costs them to provide it, and the market rates for comparable services. To help you meet the regulator’s imminent deadlines, we’ve gathered the following practical guidance and support material.
Resources:
AJ BELL INVESTCENTRE VALUE ASSESSMENT
UNDERSTANDING PLATFORM CHARGES GUIDE
MPS ASSESSMENT OF VALUE SUMMARY – PASSIVE
MPS ASSESSMENT OF VALUE SUMMARY – PASSIVE INCOME
MPS ASSESSMENT OF VALUE SUMMARY – ACTIVE
MPS ASSESSMENT OF VALUE SUMMARY – ACTIVE INCOME
MPS ASSESSMENT OF VALUE SUMMARY – PACTIVE
MPS ASSESSMENT OF VALUE SUMMARY – RESPONSIBLE GROWTH
MPS ASSESSMENT OF VALUE SUMMARY – MONEY MARKET
Consumer understanding
We are working with Dr Richard Whittle to explain how behavioural economics and related approaches can help you achieve more positive outcomes for your clients.
Resources:
Consumer support
Adviser firms have to tailor their approach according to the needs of different customer groups – including those who may be classed as ‘vulnerable’. Firms should also consider how they manage and monitor complaints, and carry out root cause analysis.
Resources:
Consumer Duty toolkit
These resources will help you demonstrate that your firm puts clients at the heart of your business, and offers products and services that are both fit-for-purpose and fair value.
Implications for the retail wealth management supply chain
FCA’s policy statement
FCA’s Consumer Duty page
FCA’s finalised guidance
FCA's webinars
FCA’s podcast
How the FCA’s default investment options will affect advisers and providers
Rules and regulations falling short on consumer understanding
Consumer Duty – a deep dive into consumer understanding
Here to help
Members of our Business Development Team are available to talk through any questions you have. Find your local contact below.
- Headshot
Andy Witter
RegionNorth West - Headshot
Billy Singh
RegionMidlands - Headshot
Greg Morton
RegionSouth WestBerkshire - Headshot
Kenny Boyd
RegionNorthumberland - NorthScotland and Northern Ireland - Headshot
Matthew Jonas
RegionNorth EastNorthumberland - South - Headshot
Michael Teetsun
RegionSouth of the River ThamesSouth East - South
