This podcast marks three years since the Consumer Duty (the Duty) came into force for on-sale products and services. In this podcast, we discuss what we have been seeing through our work in terms of the impact of the Duty over those years.

The podcast can be navigated as follows:

  • Impact of the Duty on the Financial Conduct Authority’s work: 00:53.
  • How the Duty has changed the way that firms organise themselves and conduct business with retail customers: 10:27.
  • Key lessons learned from intervention and enforcement action relating to the Duty: 23:11.
  • Future changes to the Duty: 29:41.
  • Key message: 37:47.

Listen to this episode here.