Consumer Duty Essentials: Would You Sell It to Your Mum?
Included with TrainMeUK — no separate course purchase required.
Describe the Consumer Duty and its cross-cutting rules; check your work against the four outcomes; and recognise signs a customer may need more help, and act.
- Assign to
- Staff at FCA-regulated firms
- Duration
- 27 minutes
- Evidence
- 11-question quiz
- Your version
- Editable
What they will be able to do
- Describe the Consumer Duty and its cross-cutting rules.
- Check your work against the four outcomes.
- Recognise signs a customer may need more help, and act.
- Speak up when a process leads to poor outcomes.
The course
- 01The Duty
- 02The four outcomes
- 03Vulnerability
- 04Raising poor outcomes
The decision they practise
In the main activity, “Rewrite Grace’s renewal letter”, learners rewrite a realistic document line by line and see the effect of each choice. In “Just hit your targets”, a face-to-face conversation, learners practise what to say and do when the other person pushes back. The wrong options are things a well-meaning person might genuinely say, and the feedback explains why each one is tempting. Short animations show “Building a good outcome”; and “Spot it on the call, or after?”.
How you know they finished
The 11-question quiz mixes multiple choice, matching and sequencing questions and returns to the opening story.
Relevant legislation and guidance
The course draws on these. Which ones apply depends on the organisation and the role. Finishing the course is a training record.
- Financial Services and Markets Act 2000
- Consumer Rights Act 2015
How this course is built
Interactive activity
Learners practise the decision in the course, including what to say when someone pushes back.
Edit it in the builder
On Growth and above, adapt the scenarios and wording to your own workplace, policies and reporting procedures.
A record they finished
The 11-question quiz closes the course, so you can show who completed it.
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