Articles - Consumer Duty

Consumer Duty sets a higher standard for how organisations treat their customers, requiring contact centres to deliver good outcomes in every interaction. This page of expert insights, compliance advice, and best practices explains what the regulation means in practice and how to embed it across people, processes, and technology. Learn how to assess customer vulnerability, ensure fair treatment, and evidence positive results in line with FCA expectations. The resources also include examples of how contact centres are adapting training, communication, and monitoring to meet the new standards with confidence.