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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 will apply 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.

Key dates

  • 31 July 2023 – implementation deadline for new and existing products and services that are open to sale
  • 31 July 2024 – implementation deadline for products and services held in closed books

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.


Your questions answered

We’ve answered your questions on everything from the approach we’ve taken to create our Target Market statement and Value Assessment to how we aim to help vulnerable customers.

Vulnerable customers and the Consumer Duty

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.

14-min watch

Case studies: Helping customers in vulnerable situations

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.

Download case studies

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

Consumer Duty: Implications for the retail wealth management supply chain

As a sponsor, we are pleased to provide you with access to NextWealth’s report giving industry and customer context to the Consumer Duty.

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.