Consumer Duty: What's causing the most concern for advisers?

I recently attended one of the regulator's Consumer Duty events for retail investment firms - particularly medium and smaller-sized firms. I was wearing my "hat" as non-executive chair of an advisory business where I am also the Consumer Duty champion - although with my involvement with Investor in Customers, the customer experience insight business was also relevant. I found the event extremely useful and very well run with an excellent Financial Conduct Authority (FCA) speaker who came from an advisory background. One of the most interesting aspects was the feedback from the audi...