Consumer Duty

Consumer Duty

What do you need to know about the Consumer Duty regulation?

Consumer Duty is designed to support better outcomes for customers, and you need to demonstrate that this is baked into your firm’s processes, governance and ways of working.

To help you embrace key elements of Consumer Duty – from the way you price your products and services to the way you communicate with your customers – we’ve collated this series of high-level guides, videos, checklists, tools and resources.



Fair value framework and governance

To support you to meet your Consumer Duty requirements for the price and value outcome, and the products and services outcome, PMS’ mortgage, protection and general insurance offerings all have fair value frameworks and governance built in.

And, to help you with your Consumer Duty preparations, we’ve done some of the heavy-lifting for you and collated the information you need to help you demonstrate fair value and governance under Consumer Duty in one place.


Mortgage Protection General Insurance

Price and value guidance

To get you started below is the high-level consideration of the price and value outcome. To understand the additional support available, later on the page is a list of just some of the detailed documentation available with Bankhall. To understand how you can get access to this wealth of understanding and guidance as well as gain practical assistance then contact your RKAMs.

At a glance: Price and value

Consumer Duty videos

Bankhall Consumer Duty Masterclass: Q&A

Bankhall Consumer Duty Masterclass: About The Price And Value Outcome

Bankhall Consumer Duty Masterclass: Price And Value Q&A

Bankhall Consumer Duty Masterclass: All About Product And Services

Bankhall Consumer Duty Masterclass: Product And Services Q&A

Bankhall Consumer Duty Masterclass: About The Customer Understanding Outcome

Bankhall Consumer Duty Masterclass: Customer Understanding Q&A

Bankhall Consumer Duty Masterclass: About The Customer Support Outcome

Bankhall Consumer Duty Masterclass: Customer Support Q&A

Bankhall Consumer Duty Masterclass: An Overview Of The Regulation

Bankhall Consumer Duty Masterclass: All About Governance

Bankhall Consumer Duty Masterclass: Governance Q&A

Consumer Duty Overview

Paul Fothergill in conversation with Vimbai Moyo

Your questions answered

From an introduction to the background of Consumer Duty, to more detailed questions we’ve received so far on some of the rules, the experts in Bankhall’s Policy & Technical team have compiled all the questions advisers are asking about the Consumer Duty.

Consumer Duty FAQs

Are you Consumer Duty-ready? Download the checklist to find out.

You’ll need to be complying with Consumer Duty requirements by 31 July 2023. But what does that entail?

The regulatory experts at Bankhall have created this high-level checklist this high-level checklist, to help you identify all the things you’ll need to do to ensure your firm is Consumer Duty[1] ready before 31 July.

Download the checklist

Your Learning Hub

You’ll need to be able to demonstrate that everyone across your firm understands Consumer Duty and what it means for their role.

Your Learning Hub gives you a built-in training programme for you to roll-out to your employees, with lots of educational content on Consumer Duty – and much more.

Learn more about Your Learning Hub

Talk to the experts

If you’re looking for more personalised Consumer Duty support, the regulatory experts at Bankhall can help. To talk to the team about what Consumer Duty means for your business, click below.

Request your free, no-obligation Consumer Duty consultation with Bankhall

To arrange a meeting with one of our Regional Key Account Managers, send us your details and a member of our team will get back to you as quickly as we can!

Book your free consultation now
Request to book your Consumer Duty validation day

Get confidence in your Consumer Duty preparations with a validation day from Bankhall.

Request your Consumer Duty validation day now