Consumer Duty will highlight service level 'pain points'

I have been out and about a lot this year, meeting chief executives at many financial services businesses. A major theme for them is ensuring their business conforms to Consumer Duty. I worked for a big provider business when ‘Treating Customers Fairly' came out and to me, this feels much more significant. The requirements of the Consumer Duty rules coming in on 31 July put consumers at the heart of everything the industry does, part of which is ensuring they receive the right level of support they need to obtain the best outcomes. The new regulations are a catalyst, therefore, for...