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Consumer Duty Compliance Course - 5mins AI

Consumer Duty Compliance Course

Transform your organization with customer-focused outcomes and behavioral frameworks

Embrace Customer-Centric Regulatory Excellence

Consumer Duty represents a fundamental shift in financial services regulation, moving beyond minimum compliance to require firms to actively deliver good outcomes for retail customers. This transformative approach places customer interests at the heart of business decisions, creating a culture where trust and customer outcomes drive organizational success.

This comprehensive course provides practical frameworks for implementing Consumer Duty across all business functions, from product design and marketing to customer service and compliance. Through real-world examples and actionable strategies, you'll learn to embed the three key behaviors and four consumer outcomes that define this regulatory revolution, creating sustainable competitive advantage through genuine customer focus.

Why Consumer Duty Transforms Business

Consumer Duty represents more than regulatory compliance—it's a strategic framework for building sustainable competitive advantage through genuine customer focus. Organizations that embrace this approach see improved customer retention, reduced complaints, and enhanced reputation, while those that treat it as a tick-box exercise risk regulatory action and customer defection.

The principle addresses fundamental trust issues in financial services by requiring firms to demonstrate, not just claim, that they act in customers' best interests. This shift creates opportunities for differentiation through superior customer outcomes, while the monitoring frameworks provide valuable insights for continuous improvement and innovation that benefits both customers and business performance.

Learning Outcomes

Understand the Consumer Duty Principle

Master the fundamental shift from avoiding poor outcomes to actively delivering good outcomes, embedding customer-focused decision-making across all organizational levels and business functions.

Implement Three Key Behaviors

Apply good faith practices, avoid foreseeable harm, and enable customer financial objectives through transparent communications, proactive risk management, and customer-centered design principles.

Deliver Four Consumer Outcomes

Execute products and services alignment, ensure fair pricing and value, enhance consumer understanding, and provide responsive support that meets diverse customer needs and circumstances.

Build Monitoring Frameworks

Develop robust assessment mechanisms using customer feedback, journey testing, and outcome metrics that go beyond traditional commercial KPIs to measure genuine customer value.

Create Customer-Focused Culture

Establish organizational practices that prioritize customer interests in everyday decisions, from product development and marketing to service delivery and complaint resolution across all departments.

Course Structure

Module 1: Introduction to Consumer Duty Principle

Explore the regulatory shift toward proactive customer outcomes and understand the Consumer Principle: "A firm must act to deliver good outcomes for retail customers." Learn practical applications across departments and examine the difference between good and poor implementation through real-world examples.

Module 2: The Three Key Behaviors

Master the cross-cutting rules that underpin Consumer Duty: acting in good faith, avoiding foreseeable harm, and enabling customer financial objectives. Understand how these behaviors apply to communications, product suitability, and vulnerable customer support with practical scenario analysis.

Module 3: The Four Consumer Outcomes

Implement the outcome-based framework covering products and services alignment, price and value assessment, consumer understanding enhancement, and consumer support excellence. Learn monitoring approaches and individual roles in outcome delivery with connection to fraud prevention and confidence building.

Role-Based Best Practices for Consumer Duty Compliance

Senior Management and Strategy Teams

  • Embed Consumer Duty principles into organizational culture and strategic decision-making processes
  • Establish governance frameworks that prioritize customer outcomes alongside commercial objectives
  • Implement monitoring systems that track the four consumer outcomes with meaningful metrics
  • Ensure accountability mechanisms that recognize and reward good customer outcome delivery

Product and Marketing Teams

  • Design products that meet genuine customer needs with clear target market definition and regular reviews
  • Create communications that are clear, fair, and not misleading, tailored to audience complexity
  • Conduct robust testing and scenario analysis to identify potential sources of customer harm
  • Integrate customer feedback mechanisms into product development and marketing campaigns

Customer Service and Operations

  • Provide responsive, accessible support that meets diverse customer needs throughout their journey
  • Implement additional support measures for vulnerable customers with flexible service options
  • Use complaints insights to improve service delivery rather than just resolving individual cases
  • Ensure processes don't present unreasonable barriers or costs for customer actions and decisions
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"Our previous compliance training was like 3+ hours...Now literally in 20 minutes you got everything you need and the knowledge you need to retain. Every single one who's seen it, especially people working in hospitality for 5+ years, were insanely happy and impressed."
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Head of Compliance & Anti-Financial Crime
"The platform is incredibly user-friendly and the content is engaging. We saw an 84-85% activation rate in the first week, and it has made our onboarding process much slicker and easier."
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"5Mins.ai saved our employees two to three hours on compliance training, which is a huge amount for an 80-person company. The platform is user-friendly, and the ability to create and push out playlists is a game changer."
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Consumer Duty Compliance - FAQ

Frequently Asked Questions

How does Consumer Duty differ from existing FCA principles and rules?
Consumer Duty goes beyond existing requirements by focusing on outcomes rather than processes. While traditional compliance asks "did you follow the rules?", Consumer Duty asks "did you deliver good outcomes for customers?" This shift requires more proactive, customer-focused thinking.
Does this apply to all customer interactions or just advised sales?
Consumer Duty applies to all retail customer interactions, regardless of whether advice is provided. This includes execution-only transactions, digital services, and general customer support. The principle affects every touchpoint in the customer journey.
How do we measure success in delivering the four consumer outcomes?
Success measurement requires going beyond traditional metrics to include outcome-focused indicators like customer understanding levels, value perception surveys, complaint root cause analysis, and support effectiveness measures. The course provides frameworks for developing these metrics.
What specific support is required for vulnerable customers under Consumer Duty?
Vulnerable customers need additional consideration in all four outcomes. This might include flexible communication formats, extended decision timeframes, simplified processes, or referrals to specialist support services. The key is identifying vulnerability and adapting accordingly.
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Fast‑track consumer duty compliance with bite‑sized training.

With 5Mins.ai, Consumer Duty Compliance Training rules become snack-sized videos employees watch.

  • Fully automated tracking eliminates manual follow-ups.
  • Live dashboards prove compliance in a single click.
  • Super-short 3–5-minute lessons keep learning efficient.

Transform Your Organization with Consumer Duty Excellence
Join forward-thinking professionals who are building customer-focused cultures that deliver genuine value and sustainable competitive advantage.
👥 50,000+ Learners • 🚀 98% Completion Rate
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