The FCA Consumer Duty has fundamentally changed how firms must demonstrate fair customer outcomes across the financial services sector. From fintech companies and payment institutions to e-money firms, wealth managers, and consumer credit providers, businesses must now evidence that customer interests are placed at the centre of decision-making.
At Acumen Global Compliance Ltd, our Consumer Duty consultants help firms implement robust Consumer Duty frameworks, conduct gap analyses, prepare board reports, perform outcome testing, and strengthen governance arrangements to meet FCA expectations.
With over 15 years of regulatory expertise and experience supporting more than 250 regulatory projects, we provide practical, commercially focused Consumer Duty compliance support for UK and international businesses.
Need Consumer Duty compliance support? Speak with our London-based compliance experts today.
Consumer Duty is a regulatory framework introduced by the Financial Conduct Authority (FCA) requiring firms to deliver good outcomes for retail customers and demonstrate that customer interests are embedded throughout products, services, communications, and governance arrangements.
Consumer Duty goes beyond treating customers fairly. Firms must actively monitor, assess, and evidence positive customer outcomes across their business.
The Duty applies to many FCA-regulated firms, including:
The FCA expects firms to move from compliance-based thinking to outcomes-based regulation.
Failure to comply may result in:
Consumer Duty has become a key area of FCA supervisory activity, making ongoing compliance essential.
A Consumer Duty Gap Analysis identifies weaknesses between your existing compliance framework and FCA expectations.
Our review covers:
Our consultants help firms implement practical Consumer Duty frameworks that align with FCA requirements.
Implementation support includes:
Many firms require independent assurance that their Consumer Duty framework remains effective.
Our Consumer Duty audits assess:
We provide detailed findings and remediation recommendations.
The FCA increasingly expects firms to demonstrate evidence of customer outcomes.
Outcome testing may include:
Our consultants help firms establish measurable Consumer Duty metrics and reporting frameworks.
Products must be designed to meet the needs of identified target markets.
Firms must ensure products provide fair value relative to benefits and costs.
Communications should enable customers to make informed decisions.
Support processes should help customers achieve their financial objectives without unnecessary barriers.
Effective governance sits at the heart of Consumer Duty compliance.
The FCA expects firms to demonstrate:
Firms must regularly assess whether they are delivering good outcomes to customers.
We help businesses prepare:
Our consultants ensure reporting aligns with FCA expectations and supervisory scrutiny.
A compliant monitoring programme should assess:
We assess your existing compliance arrangements.
Current controls are measured against FCA Consumer Duty requirements.
We identify compliance gaps and regulatory risks.
A prioritised implementation roadmap is developed.
Our consultants assist with remediation and framework enhancement.
Continuous monitoring ensures sustainable compliance.
Many payment institutions and electronic money institutions must consider Consumer Duty requirements where retail customers are involved.
For firms operating within:
Consumer Duty should be integrated into governance, product design, customer communications, and operational controls.
FinTech firms often face unique Consumer Duty challenges.
These may include:
Our Consumer Duty consultants help fintech businesses balance innovation with regulatory compliance.
Many firms choose outsourced Consumer Duty support because it provides:
Acumen Global Compliance acts as a trusted extension of your compliance function.
Our team has extensive experience across FCA-regulated sectors.
We advise UK and international firms entering regulated markets.
We support firms with:
Our recommendations are designed to support growth while maintaining regulatory compliance.
Whether you need a Consumer Duty gap analysis, independent audit, governance review, board report support, or full implementation assistance, our specialists can help.
Contact Acumen Global Compliance Ltd today for a confidential consultation.
Consumer Duty is an FCA regulatory framework requiring firms to deliver and evidence good customer outcomes throughout the customer lifecycle.
Consumer Duty applies to many FCA-regulated firms that provide products or services to retail customers.
Outcome testing involves assessing whether customers are achieving intended outcomes through products, services, communications, and support arrangements.
A Consumer Duty gap analysis identifies weaknesses between a firm’s existing framework and FCA requirements.
Evidence may include board reports, outcome testing results, fair value assessments, monitoring data, governance records, customer feedback, and risk assessments.
It is a formal assessment presented to the board demonstrating how the firm is delivering good customer outcomes and meeting Consumer Duty obligations.
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Acumen Global Compliance Ltd is a London-based regulatory compliance consultancy specialising in FCA authorisation, AML compliance, governance, and financial regulatory advisory services for UK and international businesses.
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