Consumer Duty implications in online client communication

The potential breaches advice firms could face when speaking to clients

Isabel Baxter
clock • 3 min read

Some argue there are still questions around what would count as a breach of Consumer Duty, with a lot of companies confused about what the Financial Conduct Authority’s (FCA) expectations are.

Bryan Cave Leighton Paisner data privacy and security partner Kate Brimsted argues this is evident when it comes to potential breaches that could occur when communicating with clients via apps, emails, newsletters, or through other methods. Speaking to Professional Adviser about the implications of the Consumer Duty from a technology perspective, Brimsted said there was clear best practice for companies to communicate with clients to ensure client interests are safeguarded. She explained that one trap that advice could fall into is sending emails include marketing communication when a...

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