FCA Consumer Duty Outcome - Ins & Outs of Good Practice

Introduction

This practical, bitesize webinar will provide a clear overview of the Consumer Understanding outcome under the Consumer Duty introduced by the Financial Conduct Authority (FCA).

The regulator expects firms to communicate with customers in ways that support informed decision-making, ensuring information is clear, balanced, accessible, and tailored to the needs of consumers, including those in vulnerable circumstances.

During this webinar we will explore good practices identified by the FCA and practical techniques firms can apply to improve how they communicate with customers. This includes structuring communications effectively, prioritising essential information, testing customer understanding, and embedding inclusion into communication design.

We will also discuss how firms can evidence consumer understanding by gathering insights, monitoring feedback, and keeping clear records.

What You Will Learn

This short webinar will cover the following:

• Have a clear understanding of what consumer understanding means in a regulatory context
• Recognise good practices identified by the FCA
• Learn how to design communications using plain language and clear structure
• Understand how to test and evidence customer understanding
• Have practical ideas for improving communications and evidencing compliance within your firm

This pre-recorded webinar will be available to view from Friday 20th November 2026

Alternatively, you can gain access to this webinar and 2,300+ others via the MBL Webinar Subscription. Please email webinarsubscription@mblseminars.com for more details.