The UK Financial Conduct Authority (FCA) has published the findings of its review of firms' approaches to the consumer support outcome of the Consumer Duty. The FCA identified a range of good practices, including keeping customers' needs front and centre, proactively understanding the needs of customers, building a culture that delivers good customer support outcomes and monitoring whether customers are receiving the support they need. The FCA also identified areas for improvement, including the need to: (i) align support processes to the target market; (ii) make post-sale support as accessible and effective as pre-sale support; (iii) embed a culture that is in step with the Consumer Duty; and (iv) monitor a broader range of outcomes about effective customer support.
These findings are intended to help firms understand FCA expectations around consumer support outcomes under the Consumer Duty so that they can continue evolving their approach accordingly.
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