INSIGHTS ¦ FCA Podcast – Explaining the Consumer Duty consumer understanding outcome


The Inside FCA Podcast episode, featuring FCA Consumer Policy Manager Richard Wilson, delves into the consumer understanding outcome of the new Consumer Duty. This initiative emphasizes the importance of clear and understandable communication from firms to consumers, aimed at facilitating informed financial decisions. It underscores a shift towards more consumer-centric information dissemination, highlighting the regulatory expectations for firms to adapt their communication strategies to prevent consumer harm and promote a competitive, transparent financial environment.

Key Points

  1. The Consumer Duty mandates firms to enhance consumer understanding through clear communication.
  2. The goal is to empower consumers to make informed financial decisions.
  3. Clear communication can lead to better consumer outcomes and fewer complaints.
  4. The initiative seeks to foster healthy competition among firms.
  5. Existing obligations and disclosure requirements are to be integrated holistically.
  6. Communications should avoid complex jargon, favoring simplicity and accessibility.
  7. Firms are encouraged to consider the information needs of their target audience.
  8. Special consideration is given to vulnerable customers, suggesting adaptations like larger fonts or translations.
  9. The Duty applies to all communication channels equally, aiming for consistent effectiveness.
  10. From July 31, 2023, the rules will cover all existing and new communications for products open for sale or renewal.
  11. Firms are expected to test communications to ensure consumer understanding.
  12. The FCA encourages a continuous improvement approach, without prescribing specific evidentiary requirements.

Key Statistics

  • No specific statistics provided in the text.

Key Take Aways

  • Firms must ensure communications are clear, concise, and understandable.
  • Consumer understanding is critical for informed decision-making.
  • Adaptations should be made for vulnerable customers.
  • Firms should integrate consumer understanding into all communication channels.
  • Testing and monitoring of communications are essential for continuous improvement.
  • The Consumer Duty’s implementation requires a proactive, ongoing approach.
  • Firms should prioritize communications based on their impact on consumer outcomes.
  • The FCA supports a flexible, outcome-based approach to compliance.
  • Engaging and relevant communications can reduce consumer harm and complaints.
  • Financial literacy considerations should guide the simplification of communications.
  • The Duty encourages firms to be mindful of their audience’s needs and vulnerabilities.
  • Continuous governance and monitoring are necessary to adhere to the Consumer Duty standards.
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