What key trends relating to customers do financial services firms need to be aware of in 2024?

Last year saw the implementation of the new Consumer Duty (FCA Principle 12), establishing higher standards of consumer protection across financial services and requiring firms to take additional steps to put their customers’ needs first. But as the FCA has stressed, the Consumer Duty is not a “once and done” exercise. At the start of the first full year with the new Consumer Duty, what does the FCA expect from firms and their senior managers?

We provide insights to help you get ahead of the regulator’s agenda and ensure that you’re using all the tools (including technology) to embed the Duty fully and demonstrably in your business.


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