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The FCA has confirmed its plans to bring in a new Consumer Duty; FG22/5 Final non-Handbook Guidance for firms on the Consumer Duty is released

  • The Duty will include requirements for firms to:
    • end rip-off charges and fees
    • make it as easy to switch or cancel products as it was to take them out in the first place
    • provide helpful and accessible customer support, not making people wait so long for an answer that they give up
    • provide timely and clear information that people can understand about products and services so consumers can make good financial decisions, rather than burying key information in lengthy terms and conditions that few have the time to read
    • provide products and services that are right for their customers
    • focus on the real and diverse needs of their customers, including those in vulnerable circumstances, at every stage and in each interaction

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