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Consumer Duty training

Seven microlessons on the FCA Consumer Duty: the cross-cutting rules, the four outcomes, customers in vulnerable circumstances and how to evidence good outcomes, with situational tests and a certificate of completion.

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Consumer Duty (UK) course preview
7Short, TikTok-style microlessonsIn the browser or the iOS and Android apps

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  • 2Assessments
  • 7Microlessons
  • IncludedCertificate of completion
About this course

What the Consumer Duty course covers

This course explains the FCA Consumer Duty in seven microlessons. The Duty sets a higher standard of care for retail customers: firms must act to deliver good outcomes and be able to show the evidence. The course covers the Duty's purpose and scope, the three cross-cutting rules, products and services, price and fair value, consumer understanding and consumer support, customers in vulnerable circumstances, monitoring and board reporting, and where the FCA is focusing next.

Learning outcomes

What your people will be able to do

  • Explain the Consumer Duty's purpose, scope and effective dates
  • Apply the three cross-cutting rules to frontline interactions and outcome decisions
  • Design products and pricing that deliver fair value for retail customers
  • Identify and support vulnerable customers while respecting data protection
  • Set up monitoring, metrics and evidence to measure customer outcomes
  • Prepare governance reports that show action where outcomes are poor
Course contents

7 microlessons

Each microlesson is a short, TikTok-style video lesson, with knowledge checks along the way.

1What the Consumer Duty Is and Why It Matters
2The Cross-Cutting Rules and Understanding Your Customers
3Products, Services, Price and Fair Value
4Consumer Understanding and Consumer Support
5Supporting Customers in Vulnerable Circumstances
6Monitoring, Measuring and Reporting Outcomes
7Where the FCA Is Focused Next

  1. What the Consumer Duty Is and Why It Matters: The Duty's purpose, scope and effective dates.
  2. The Cross-Cutting Rules and Understanding Your Customers: The three cross-cutting rules applied to real customers.
  3. Products, Services, Price and Fair Value: Product quality, fair value and the loyalty penalty.
  4. Consumer Understanding and Consumer Support: Clear communications, good support and no sludge.
  5. Supporting Customers in Vulnerable Circumstances: Spotting vulnerability and adapting products and processes.
  6. Monitoring, Measuring and Reporting Outcomes: Outcome data, evidence gathering and the annual board report.
  7. Where the FCA Is Focused Next: The FCA's latest priorities and what stays the same.
A 5Mins certificate of completion for Consumer Duty (UK), lying on a desk next to a laptop
Certificate

A certificate for every learner who completes it

Learners finish every microlesson and pass the assessments with a score of 90% or more. 5Mins then issues a certificate of completion for Consumer Duty (UK).

  • Certificates and e-signatures stored against each learner
  • Audit-ready records, ready whenever an auditor asks
  • Completion shows on the Compliance Dashboard in real time
Audience and regulation

Who it's for and the law it covers

Who it's for

  • Everyone at firms that serve retail customers in financial services
  • Customer-facing, sales, collections and complaints teams
  • Product, pricing and marketing teams
  • Compliance, risk and senior managers who report on outcomes

Laws covered

  • FCA Principle 12 and PRIN 2A. A firm must act to deliver good outcomes for retail customers, supported by three cross-cutting rules and four outcomes: products and services, price and value, consumer understanding and consumer support.
  • Effective dates. The Duty applied from 31 July 2023 for products open to sale or renewal, and from 31 July 2024 for closed products.
  • FG21/1, the FCA guidance on the fair treatment of vulnerable customers. Sets out how firms should understand and respond to customers in vulnerable circumstances.
How it runs in 5Mins

Assign it once, then let 5Mins do the chasing

Every course in the 5Mins library runs on the same zero-admin engine.

  • EnrollAuto-enroll

    Enroll people automatically from your HR system, with 100+ HRIS platforms supported.

  • RemindReminders

    Nudges by email, Slack, Microsoft Teams and push until the course is done.

  • RepeatRecurrence

    Set the course to repeat, for example every 12 months, and 5Mins re-enrolls people for you.

  • CertifyCertificates

    Certificates and e-signatures are issued and stored for every completion.

  • ProveAudit-ready records

    See who is complete, at risk or overdue on the Compliance Dashboard, and prove it any time.

Customer stories

Compliance teams that swapped chasing for results

Compliance, HR and L&D leaders on what changed when they moved their training to 5Mins. Pick a team to see what changed.

ComplianceCompliance Training Insurance, 205 colleagues 100%

compliance completion and pass rate since go-live

  • ~1 day saved on each compliance course (HR estimate)
  • Automated reminders and reporting

Since go-live, our compliance completion and pass rates are 100%, and it's the quickest we've ever got there. Automated reminders and reporting save us about a day per course.

Laura ChappellLaura ChappellHR Director, Collingwood
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ComplianceCompliance Training Insurance and emergency accommodation 87%

less session time, from 2.5-3 hour sessions to modules of 25 minutes at most

  • 12 monthly sessions a year, up from 3-4
  • 95% content creation time saved

Our compliance sessions used to be two and a half to three hours in a room, and we could fit in three or four a year. Now we cover one topic a month, and I can see exactly what people are retaining.

Lucy WybornLucy WybornDirector of Learning and Development, ICAB
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ComplianceCompliance Training Legal services 80%

completion on mandatory training, up from 20%

  • Mobile microlessons finished between calls
  • Manager view of each team's progress

We were sitting at 20% completion on our mandatory training. We're now at 80%. People finish short lessons between calls, on mobile, and managers can see where their teams are, so chasing completion is no longer a one-person job.

Jamie WaltonJamie WaltonGroup Learning and Development Officer, Winn Solicitors
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ComplianceCompliance Training Fintech and digital banking On demand

training log showing who did what, when, and the pass rate

  • Any device phone or laptop, at their own pace
  • Rolling refreshers through the year

When I engage with the FCA, I can show that every team has had training tailored to their role, that it's up to date, and that it runs throughout the year, with a full log of who's done what.

Abdul GofurAbdul GofurHead of Compliance & Anti-Financial Crime, nsave
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★ Free sample lesson

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Free course catalogues

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Free PDF catalogues to share with your compliance lead, your managers or your board.

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Financial services

Global Financial Compliance Catalogue

Specialized compliance training for financial services teams working across borders, covering AML, risk management, customer due diligence and international regulations.

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UK Compliance Catalogue

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Global Compliance Catalogue

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Your questions answered

Questions about Consumer Duty training

How long is the Consumer Duty course?

It's made up of 7 microlessons, each under 5 minutes. Learners can finish it in one sitting or spread it over a few days, and 5Mins sends reminders until it is done.

Is there a certificate?

Yes. Learners get a certificate of completion once they finish every microlesson and pass the situational tests. The pass mark is 90%, and the record is stored in 5Mins for audits.

Who needs Consumer Duty training?

Anyone whose work affects outcomes for retail customers: frontline and support staff, product and pricing teams, marketing, complaints handlers and the senior managers who sign off board reports.

What are the four Consumer Duty outcomes?

Products and services, price and value, consumer understanding and consumer support. The third and fourth microlessons cover each outcome with examples of good and poor practice.

How often should staff take this training?

Most firms refresh Consumer Duty training at least once a year and when the FCA updates its expectations. In 5Mins you can set the course to repeat, for example every 12 months.

Can I try the course first?

Yes. Request a free sample lesson and book a short demo with our team. After your demo, we'll share sample lessons with you so you can see the format for yourself.

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