Consumer Duty Policy Template

Your Blueprint for Delivering Good Customer Outcomes

🏆 THE FIRST COMMERCIALLY AVAILABLE CONSUMER DUTY POLICY TEMPLATE IN THE UK 🏆

Created by the regulatory compliance innovators at Compliance Consultant

Don't Get Caught Out!

The FCA will not allow this flagship project to melt into the background. Your firm needs to be ready.

The Consumer Duty isn't just another regulatory box to tick. It's the FCA's most significant intervention in consumer protection for a generation—designed to remedy poor past practices and fundamentally shift how financial services firms treat their customers. The question isn't whether to comply, but how quickly and effectively you can demonstrate you're meeting the new standards.

Understanding the Consumer Duty Framework

The Consumer Duty provides clear standards of consumer protection across financial services and requires firms to empower and protect consumers to achieve good customer outcomes. The framework has three interconnected elements:

1. The Consumer Principle

This reflects the overall standards of behaviour the FCA expects from firms. Critically, the Consumer Principle extends to firms involved in the manufacture or supply of products and services to retail clients—even if they don't have a direct relationship with the end customer.

If you're in the distribution chain, you're in scope.

2. Cross-Cutting Rules

These set out the key behaviours demanded by the Consumer Duty, requiring firms to:

• Avoid Harm: Take all reasonable steps to avoid causing foreseeable harm to customers
• Enable Objectives: Take all reasonable steps to enable customers to pursue their financial objectives
• Act in Good Faith: Honest, fair and open dealings in all customer interactions

3. The Four Outcomes

Building on the Principle and Rules, these represent the key elements of the firm-customer relationship:

• Products & Services: How you design and bring products to market
• Price & Value: Ensuring fair value throughout the product lifecycle
• Consumer Understanding: Clear communications that support informed decisions
• Consumer Support: Accessible, responsive service at every touchpoint

The Hidden Opportunity

The Consumer Duty Rules appear complex and time-consuming to implement. However, once you grasp the basics, much of it—when combined with the Operational Resilience Planning conducted previously—provides a huge amount of insight into:

• How your business is actually running
• How it should be run optimally
• How it protects itself for the future

This isn't just compliance—it's business intelligence.

Your Ready-Made Policy Solution

Over 20 pages of professionally drafted, fully editable policy content—designed to get your firm Consumer Duty compliant efficiently and thoroughly.

What Makes This Template Different

First to Market

The first commercially available Consumer Duty policy template in the UK general release—created by regulatory compliance innovators.

Comprehensive Coverage

Over 20 pages addressing all aspects of the Consumer Duty framework, from Principle to Outcomes.

Multi-Permission Ready

Fully editable content tailored for FSMA, Payment Services and Consumer Credit authorised firms.

Document Control Built-In

Full version control and governance framework included—ready for FCA scrutiny.

Practical Implementation

Not just theory—actionable policy statements your firm can adopt immediately.

Audit-Ready Format

Structured to demonstrate compliance during FCA supervisory visits and internal audits.

Covers All Permission Types

This template has been designed with content suitable for firms operating under:

FSMA 2000

Regulated Activities

Payment Services

PSR 2017

Consumer Credit

CCA Permissions

Complete Template Contents

• Consumer Principle Policy Statement – Your firm's commitment to the overarching standard
• Cross-Cutting Rules Framework – Policies addressing harm avoidance, enabling objectives, and good faith
• Products & Services Outcome – Design, governance and distribution requirements
• Price & Value Outcome – Fair value assessment and monitoring procedures
• Consumer Understanding Outcome – Communications standards and testing protocols
• Consumer Support Outcome – Service standards and vulnerable customer considerations
• Governance & Oversight – Board responsibilities and management information requirements
• Staff Training & Competence – Embedding the Duty throughout your organisation
• Third Party & Distribution Chain – Managing responsibilities across the product lifecycle
• Monitoring & Review – Ongoing compliance and outcome measurement
• Version Control & Document Governance – Complete audit trail framework

"The Consumer Duty represents a fundamental shift in FCA expectations. Firms that embrace it will build stronger customer relationships and more resilient businesses."

Who Is This Template For?

This Consumer Duty Policy Template is essential for:

• Mortgage Intermediaries – Demonstrating fair value and good outcomes in lending advice
• Investment Firms – Meeting heightened expectations for product governance
• Payment Services Providers – Applying the Duty to payment and e-money services
• Consumer Credit Firms – Ensuring lending practices deliver good outcomes
• Insurance Intermediaries – Embedding the Duty in distribution and advice
• Claims Management Companies – Meeting consumer protection standards
• Product Manufacturers – Even without direct customer relationships
• Appointed Representatives – Supporting principal firm compliance requirements

Get Your Policy Today

Protect your business. Demonstrate compliance. Deliver good outcomes.

The FCA's flagship project demands your attention—be ready.

DOWNLOAD NOW

Instant download • Microsoft Word format • Fully editable

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Developed by Compliance Consultant – The regulatory compliance innovators

Over 20 years' experience supporting FCA-regulated firms across the UK

Veteran owned and operated - Chartered Fellow of the Chartered Institute for Securities & Investment - Fellow of the Institute of Sales Professionals