In July, we confirmed our plans to introduce a new Consumer Duty that will set higher and clearer standards of consumer protection across financial services and require firms to put their customers’ needs first. 

We held a webinar on 1 November for firms, trade associations, professional bodies, and compliance consultants working in the retail lending sector where we provided clarification on our expectations to help firms prepare for implementation.

• Our expectations for firms under the Consumer Duty and key milestones during the implementation period
• What is outcomes-based regulation 
• What the Consumer Duty means for the retail lending sector

We also answered questions submitted before and during the live webinar.

Audience survey

Once you have watched the webinar, we encourage you to complete our audience survey. Your feedback will help us to shape forward communication on the Consumer Duty.

Other webinars

We also held webinars on the Consumer Duty for the following sectors:

• Consumer investments, pensions and asset management on 18 October 
• Insurance on 18 October 
• Banking and payments on 1 November 

Registration is required for each webinar. Follow the link to access the relevant page.