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Your Consumer Duty support zone

The Financial Conduct Authority (FCA) is introducing a new Consumer Duty programme to achieve higher levels of consumer protection in retail financial markets. It sets the standard of care that firms should give to customers. The Consumer Duty applies to all FCA-regulated firms that provide products and services to retail customers. Here you can access dedicated support materials and resources as you work towards implementing the Duty within your firm.

Target Market statement

Our Target Market statement helps to identify whether we are offering the right product or service to the right customer so they can achieve their investment goals.

Value Assessment statement

Our Value Assessment statement demonstrates how we regularly review our value proposition and fees. It also shows how we monitor and react to customer feedback and how we compare to our competitors.

Ensuring all the requirements of the Consumer Duty are met is an ongoing obligation for firms as is documenting the review process. To assist firms with this task, we’ve worked with Thistle Initiatives, an award-winning compliance consultancy, to produce a checklist that covers all the various aspects of the Duty. The checklist can be completed electronically and downloaded as a record of the review process.

The Consumer Duty has recently imposed additional rules and guidance on how vulnerable customers should be treated. In this video, Paul Richards talks to Andy Harrison, who is responsible for ensuring the fair treatment of vulnerable customers at Fidelity, about the practical steps advice firms can take to ensure good outcomes for these clients.

The latest FCA Financial Lives survey estimates that 24.9 million UK adults have characteristics of vulnerability. Vulnerable customers are therefore likely to make up a large proportion of most firms’ client banks. Here we present some examples of how Fidelity, along with the client’s adviser, have helped customers in vulnerable situations.

For more information on supporting vulnerable clients, please visit our hub where we present the FCA's guidance: 

Mastering the upcoming FCA Consumer Duty deadline

As the Consumer Duty has now come into full force for the first board report submission and closed products, firms must ensure they are meeting the FCA's high standards and expectations.

Enhanced client survey

The Consumer Duty requires firms to put customers at the heart of their business. As such, the FCA recommends collecting client feedback to monitor and improve what customers think about the service they receive. 

We've partnered with Elevation, the enhanced client survey from VouchedFor, to offer our supporters their first month of the service free. You can request a demo here.

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