Recently featured in Money Marketing, Joe Norburn TCC Group’s CEO (TCC, Momenta and Recordsure), outlines how the next phase of Consumer Duty marks a shift from implementation to evidence. The Financial Conduct Authority (FCA) is signalling a move away from additional prescriptive rules, instead expecting firms to demonstrate —through data, monitoring and measurable improvements — how they are delivering good customer outcomes in practice.
Firm’s focus should now be on continuous improvement: testing fair value, refining customer journeys, strengthening vulnerability support and ensuring insights lead to tangible change. Firms that embed Consumer Duty as a strategic driver, rather than a compliance exercise, will be better positioned to meet regulatory scrutiny, build trust and deliver sustainable, client-centred growth.
