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Consumer Duty

The FCA’s new Consumer Duty represents a paradigm shift in expectations in the treatment of retail customers across the whole of the Financial Services sector. From our work to date with clients and engagement with the FCA we understand the complexity and challenges faced by firms as they not only demonstrate compliance but achieve the shift to a more proactive focus to deliver good customer outcomes and by identifying and preventing foreseeable harm before it can crystallise. Compliance with Consumer Duty is not a finite exercise, and firms will need to evolve and keep evolving their approach to product design, pricing, communications and serving and embed this in their ways of working, from the front line all the way through the organisation to the Board.

At Deloitte, we have an experienced team covering the different sectors across range of disciplines including Conduct Risk (including former Conduct Regulators), regulatory change management, Internal Audit, analytics coupled with strong credentials, case studies and technology. Below you can find our latest insights and publications. If you would like to know more or ask any questions please contact us using the various links on this page. We would be delighted to support you with your Consumer Duty programmes and beyond.

Regulated Radio

Listen to episode 34 of our Regulated Radio podcast: The New Consumer Duty – raising consumer standards of care

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Blogs and other publications

ConductHub: Conduct Risk Analytics

How do you take a data-driven approach to ensuring good customer outcomes across millions of digital interactions?

ConductHub is our conduct risk analytics toolkit that combines our regulatory expertise with big data analytics and AI. We can help you calculate the risk of every customer interaction, trigger preventative digital controls, and report on the overall conduct risk of your customer base.

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