Analysis, Risk Management

How firms’ first line of defence can do better on Consumer Duty

By Ellesheva Kissin
consumer duty
Sheldon Mills, FCA executive director of consumers and competition

Banks’ patchy compliance with the UK’s flagship Consumer Duty, particularly in the first line of defence, is worrying the Financial Conduct Authority after it previously put them on notice over haphazard compliance.

The Consumer Duty rules, which came into force in July, are designed to

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