Part 1 of the Conduct, Ethics & Consumer Protection track

Consumer Duty in Practice: Delivering Good Outcomes & Consumer Understanding

Apply the Consumer Duty in the gray zone — deliver and evidence good outcomes, consumer understanding, fair value and support across the customer journey.

As the FCA moves the Duty from implementation to active enforcement in 2026, this course works the judgment calls Conduct Rule 6 expects of you. It is not a recap of the rule text. Across four phases — Engage, Share, Practice, Perform — you surface your real exposure, learn the models behind the four outcomes, work through the gray-zone calls with feedback, and finally prove your judgment in writing: deciding whether a communication is actually understood, an outcome is actually good, and a customer is actually vulnerable, then evidencing that decision.

41 min·13 learning objects·intermediate·For: All Conduct-Rules staff: product and distribution teams, marketing/communications, complaints handling, front-line advisers

QuestionVideoFlash cardVideo quizOrderingShort answerAssessment quizForm

How the program runs — four phases.

Engage

Surface the gap. Place your own decisions against the four outcomes before any teaching — honestly, as your desk really operates this quarter.

How mature are your outcomes, really?Question
Why 'we meant well' stops working in 2026Video

Teach the models. The four outcomes in evidence terms, the consumer-understanding traps, the four vulnerability drivers, and reading fair value through complaints across the distribution chain.

The four outcomes, in evidence termsVideo
Understanding, vulnerability and value — the three lensesVideo
Key concepts across the four outcomesFlash card

Practice

Apply the models with feedback across the whole course: a savings back book, a buried rate-change letter, a gray-zone cancellation call, and the recall that locks it in.

Is this a 'good outcome'? — the savings back bookVideo quiz
The rate-change letterVideo quiz
Run the gray-zone cancellation call in the right orderOrdering
Rewrite the arrears opening lineShort answer
Gray-zone recall setFlash card

Perform

Prove it. Write the outcome rationale a supervisor could read cold, pass the gray-zone knowledge gate, and put your name to a Conduct Rule 6 commitment.

Write the outcome rationale you'd be willing to show the FCAShort answer
Consumer Duty in practice — knowledge gateAssessment quiz
Your Consumer Duty commitment & Conduct Rule 6 attestationForm

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