Consumer Duty and the next phase of advice regulation

What happened?

Recently featured in Money Marketing, TCC Group CEO Joe Norburn explores how the FCA is moving Consumer Duty into its next phase. The focus is no longer on implementation alone, but on firms being able to evidence customer outcomes, demonstrate fair value and show how insights from monitoring are driving meaningful improvements across products, services and customer journeys.

As the FCA sets out its 2025/26 priorities, it has made clear that Consumer Duty remains at the centre of its regulatory approach. Rather than introducing extensive new rules, the regulator intends to rely on the Duty as a principles-based framework and expects firms to prove that it is delivering better outcomes for customers. The FCA’s increasing use of data requests and cross-sector reviews signals a growing focus on evidence, accountability and continuous improvement.

Why does it matter?

The regulatory conversation has shifted from implementation to maturity. Firms are now expected to demonstrate how outcome monitoring, customer feedback and governance processes influence decisions about products, services, communications and advice. Greater scrutiny of fair value, customer journeys and vulnerability means firms need robust data, clear ownership and strong evidence that Consumer Duty is embedded in day-to-day operations. Those that can evidence positive outcomes will be better positioned to respond to regulatory scrutiny and future regulatory change.