Sandy McGregor: Happy third birthday to Consumer Duty

As we mark three years since the introduction of Consumer Duty, the industry has learned a great deal about the regime through post-implementation work and regulatory engagement. Examples that come to mind include the Financial Conduct Authority's work on ongoing service delivery, its review of retirement income advice and, more recently, its focus on how firms support bereaved customers. That said, when advisers ask me about the foundations of a robust Consumer Duty plan, I often return to a number of familiar themes. Firms need to consider and, importantly, challenge themselves o...