Improving organisational competence & culture to support good customer outcomes under the Consumer Duty
Our Consumer Duty Insight (CDi) series is designed to help firms understand how the Financial Conduct Authority (FCA) articulates a healthy culture under the Consumer Duty.
Module One
How does the FCA articulate a healthy Consumer Duty culture?
Explore FCA expectations on Consumer Duty, focusing on culture, competence, and evidence. Hear from the regulator discussing best-practice examples and access a RAG self-assessment checklist to evaluate your regulatory standing.
Module Two
What are the primary challenges firms tell us they are facing?
How does your Consumer Duty progress compare to your peers? Analyse sentiment data on reporting confidence and evidence gaps from our industry-wide webinar series.
Module Three
How are firms articulating a healthy culture using our technology?
Learn how Clever Nelly and Consumer Duty Insight (CDi) utilise continual assessment to align to FCA expectations. Discover how firms correlate employee competence with customer experience, outcomes and business performance improvement.
If there’s one thing I want to emphasise today, it’s that Consumer Duty is not a checklist to be completed, but a mindset to be lived every day. Our goal is to move beyond compliance for its own sake and make fair treatment of customers the instinctive response at every level of your organisation.
This means that every interaction – whether it’s designing a product, supporting a customer, or making a strategic decision – should reflect a genuine commitment to delivering good outcomes.
It’s about ensuring that fairness, transparency, and customer focus are woven into the fabric of your culture.
Competence under the Duty is not a one-off achievement. It requires ongoing learning, regular reflection, and a willingness to adapt as customer needs and expectations evolve.
We must ask ourselves: are we listening to feedback, monitoring outcomes, and using what we learn to drive improvement?
Jonathan Pearson
Head of Department
Consumer Policy and Outcomes
FCA
Speaker Event Details:
The Consumer Duty
From implementation to impact: the next chapter for the Consumer Duty
Clever Nelly End of Year Stakeholder Event
Monday 17 November 2025, London
