Answers
What is the FCA Consumer Duty?
In short
The FCA's Consumer Duty requires firms to deliver good outcomes for retail customers — covering products, price/value, customer understanding and customer support — with board-attested evidence.
Short answer
The FCA's Consumer Duty requires firms to deliver good outcomes for retail customers — covering products, price/value, customer understanding and customer support — with board-attested evidence.
What this actually means in practice
It's an outcomes-based regime: firms must monitor customer outcomes, identify foreseeable harm, and act. Evidence must be specific, measurable and reviewed by the board annually.
The most common pitfall
Producing 'Consumer Duty evidence' that's actually marketing copy with metrics bolted on.
What to do next
Map every customer journey to a measurable outcome and instrument it.
Frequently asked questions
Does Forth Systems help with this?
Yes — Forth Systems works with banks, payment institutions, insurers and infrastructure operators on exactly this kind of work. Engagements start with a fixed-scope assessment so you see the shape before committing.
How experienced is the team?
Engagements are staffed by named, UK-based senior engineers — not a rotating offshore pool. References from the second line of comparable clients are available on request.
Where are you based?
Edinburgh-based, delivering UK-wide with onsite presence in London and across Scotland as required.
How fast can we start?
Most engagements start within 2-4 weeks of a signed SoW, faster where an existing supplier framework is in place.