Toolkits

Cross Cutting Rule – Foreseeable Harm

The second cross-cutting rule is that a firm must avoid causing foreseeable harm to retail customers. Foreseeable harm is a key concept in the law of negligence, such as misstatements and misinformati...

Breaches

Firms need to ensure that their systems and controls identify breaches.  Alongside the MI and monitoring it is important that firms have an open and transparent culture so that breaches are discl...

Complaints

Handling complaints properly can provide a positive benefit as a complaint handled well could lead to a more satisfied client.  Clients who complain provide information that may be used to improve the...

The Consumer Understanding and Consumer Support Outcomes

The Consumer Duty comes into force for Insurance Intermediaries on 31 July 2023. The Consumer Duty is asking firms to look at the sale of the product or service from the Customers Perspective. The 4 O...

Consumer Duty

The Consumer Duty comes into force on 31 July 2023.  The intention behind the Consumer Duty is to fundamentally improve the way consumers are looked after by firms. It is a shift to outcomes-based reg...

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