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PROTECT : CONSUMER DUTY

MEET THE HEIGHTENED STANDARDS OF CONSUMER PROTECTION REQUIRED BY THE NEW CONSUMER DUTY POLICY

  • Customer Outcome Monitoring and MI Reporting
  • Identification and treatment of increasingly complex vulnerabilities
  • Enhanced product lifecycle management and Fair Value Exchange

FIND OUT HOW TO ACCELERATE THE CHANGE

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TRANSFORM : CUSTOMER EXPERIENCE

PRIORITISE THE RIGHT TRANSFORMATIONS TO DELIVER EXCELLENCE IN CUSTOMER MANAGEMENT

  • Channel integration to create a connected consumer experience
  • Data and analytics that generate consumer insights and understanding
  • Hyper-personalisation to present consumers with the right product and service, at the right time

REGISTER TO FIND OUT MORE

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REIMAGINE : INNOVATION

LEVERAGE NEW TECHNOLOGIES TO UNLOCK CUSTOMER LOYALTY AND ADVOCACY WITH CONFIDENCE

  • Safely employing generative AI to help consumers achieve their goals
  • Frictionless customer journeys enabled by machine learning and automation
  • Creating new spaces for customer interaction through virtual and augmented realities

REGISTER TO FIND OUT MORE

LATEST THOUGHT LEADERSHIP


We are pleased to share a selection of our insights on key Consumer topics, including regulation and customer experience innovation.
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CONSUMER DUTY FOR WEALTH MANAGEMENT

Meet Consumer Duty standards with confidence. Implement, monitor and excel. Protect your consumers with Capco expert solutions. CLICK HERE TO READ MORE
Using Behavioural Science to Promote Vulnerability Disclosure

USING BEHAVIOURAL SCIENCE TO PROMOTE VULNERABILITY DISCLOSURE

Customer vulnerability is a key focus of the FCA’s Consumer Duty regulation, and Behavioural Science has a key role to play in ensuring financial institutions can deliver good outcomes and enhanced consumer protection.   CLICK HERE TO READ MORE

CONSUMER DUTY READINESS

We explore eight key areas of focus for firms as they pivot from Day One preparations to assessing their relative maturity and ability to meet their obligations under Principle 12 of the Duty.
CLICK HERE TO READ MORE

TRANSFORMING BANKS IN THE AGE OF CUSTOMER VULNERABILITY

With up to 50% of customers displaying indicators of vulnerability at some point during their lives, retail banks need a new playbook that balances transformation with care. CLICK HERE TO READ MORE

DELIVERING CUSTOMER VALUE AND GOOD OUTCOMES THROUGH DATA AND PERSONALISATION

In today's evolving insurance landscape, advanced data and AI drive hyper-personalisation. enhancing customer engagement and value. Insurtechs and tech advancements empower insurers to deeply understand and meet customer preferences. CLICK HERE TO READ MORE

CONSUMER DUTY DAY TWO FOCUS

Few organisations of significant size and complexity can declare a completely ‘clean bill of health’ and it is universally recognised that there is more to do on the journey to customer centricity. CLICK HERE TO READ MORE

CONSUMER DUTY 'BACK BOOK' PRODUCTS

Following the July 31, 2023 deadline for implementing the UK’s Consumer Duty for on-sale products, firms now face another intensive period of review and triage for their ‘back book’ products. Firms must implement the policy for products no longer on sale to customers by July 31, 2024. CLICK HERE TO READ MORE

VULNERABILITY LAB

Designed to help clients power their transformation in a way that supports vulnerable customers, bringing together each element of our vulnerability playbook. The Lab Team comprises industry experts, ex-regulators and a cross-section of end user customers, enabling firms to build, test and iterate new products and services.

SPEAK TO THE TEAM

 

The FCA's Consumer Duty regulations are viewed globally as one of the first implementations of the G20/OECD High-Level Principles on Financial Consumer Protection, first endorsed by G20 Leaders in November 2011 and subsequently adopted by the OECD Council in July 2012.

Described by the FCA as a “paradigm shift”, Consumer Duty increases the level of consumer protection for retail customers. The regulator wants a healthy and successful financial services system where customers make informed choices and firms compete vigorously in the consumer's interests.

It is our job to help make it happen.


  

 


POINTS OF CONTACT

Paul Riseborough
Partner, Banking and Payments
paul.riseborough@capco.com

Matthew Hutchins
Partner, Global Head of Insurance
matthew.hutchins@capco.com

Jamilia Parry
Partner, Head of Financial Crime, Risk, Regulation and Finance
jamilia.parry@capco.com

Pat Regan
Partner, Head of Wealth and Asset Management
pat.regan@capco.com

Oliver Sharland
Managing Principal, Consumer Duty Lead
oliver.sharland@capco.com

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