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Access eLearning
Consumer Duty Training
Our Consumer Duty training teaches the fundamental principles of the Financial Conduct Authority’s (FCA) Consumer Duty. Empower and protect consumers whilst maintaining regulatory knowledge through an engaging video miniseries and learning activities.
Our market-leading eLearning solutions are accredited, assured and backed by our learning partners.
Why is Consumer Duty training important?
The new Consumer Duty is a direct result of the FCA’s review of its regulatory framework and how it applies its Principles.
All employees in all sectors of Financial Services and their supply chains must be aware of the updated Financial Conduct Authority (FCA) Consumer Duty. Is it essential they know how to adhere to the Consumer Duty to ensure regulatory compliance.
Our Consumer Duty training is written alongside industry experts and is CPD accredited, ensuring you get the most relevant and impactful training content.
About this Consumer Duty training
In these activities you’ll cover the three key elements of the Consumer Duty with practical examples of how to apply them in your firm.
You’ll get the information you need to drive cultural change and put the consumer at the heart of what you do. You'll also be able to test and validate your knowledge through the pathway assessment.
What customers say about our eLearning solutions
Our previous eLearning courses weren’t smart, and they were not enjoyable, so we had to spread them out. With Access the modules are shorter, sweeter, and interactive. Now we can ask our people to complete 3 or 4 modules in a day. And because they all have the same look and feel, it doesn’t feel like 3 or 4 separate learnings. It works a lot better and that’s how we’ve been able to change the way we run our inductions
Access Learning allows us to reinforce the statement to our employees that we have invested in them, as we now have access to a variety of engaging learning courses, which are readily available to support them with their training and career development opportunities – and it is really easy to use.
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The three key elements:
The Consumer Principle - outlining the standards of behaviour the FCA expects from firms. The Consumer Principle extends to firms that are involved in the manufacture or supply of products and services to retail clients, even if they do not have a direct relationship with the end customer.
Cross-cutting Rules - setting out the key behaviours demanded by the Consumer Duty and makes it clear the Consumer Principle requires firms to take all reasonable steps to:
- Avoid causing foreseeable harm to customers
- Enable customers to pursue their financial objectives
- Act in good faith
The Four Outcomes – representing what the FCA believe to be the key elements of the firm-customer relationship. These include how a firm designs and sells its products and services and manage key touch points along the customer journey.
The four outcomes
These build on the Consumer Principal and Cross-cutting Rules and represent the key elements of a firms relationship with its customers.
- Communications Outcome – ‘equip consumers to make effective, timely and properly informed decisions about financial products and services.’
- Products and Services Outcome – ‘designed to meet the needs of consumers, and sold to those whose needs they meet.’
- Customer Service Outcome – ‘enabling customers to realise the benefits of products and services and act in their interests without undue hindrance.’
- Price and value Outcome – ‘the price of products and services represents fair value for consumers.’
The Consumer Duty training is part of our wider Financial Services Training.
Find out how Access eLearning helps organisations stay on top of compliance.
Why use Access Learning?
- Credible content – our courses are accredited, endorsed and designed in partnership with subject matter experts.
- Multi-platform learning - optimised for mobile and tablet, meaning less text and more engaging, easily accessible content.
- True ‘bitesize’ microlearning – making your learning experience more manageable, efficient and relevant.
- Learning pathways - split courses up into digestible topics to make it quicker and easier to find training in the flow of work.
- Accessible to all – our courses are compliant with the WACG.2 standards and screen reader optimised.
- Updated and refreshed – Access eLearning catalogues are regularly updated ensuring the most up to date and compliant content.
Part of our market-leading Financial Services training suite
Ensuring a comprehensive understanding of the FCA, the role it plays and the importance of FCA compliance training within financial services is paramount to the success of financial services firms.
Our comprehensive, accredited financial services training covers a broad range of subjects to help businesses achieve and remain compliant, ultimately creating a great place to work for everyone.
This training empowers employees to understand and adhere to relevant laws, regulations, and industry standards. This reduces the risk of legal repercussions and safeguards the reputation and financial stability of your organisation, while ensuring fairness and equality for all within the organisation.
- Over 40 multi-sector compliance training courses included spanning legal, financial services, care and more
- CPD accredited and produced and written by industry-specific subject matter experts
- Engaging content, including real-life scenarios and bitesize modules
- End of course assessments to ensure knowledge retention and provide effective reporting to governing bodies
- Robust reporting and powerful tracking to ensure compliance and peace of mind.
See what training is included in our broader financial services training suite.
Get on top of financial services compliance
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FAQs
What is the new Consumer Duty Principle?
The new Consumer Duty is a direct result of the FCA’s review of its regulatory framework and how it applies its Principles. It provides clear standards of consumer protection across financial services and requires firms to empower and protect consumers to achieve good customer outcomes.
Why is the Consumer Duty important for organisations to adhere to?
The Consumer Duty, introduced by the Financial Conduct Authority (FCA), establishes high standards of consumer protection across the financial services sector. Organisations must put customers’ needs first, ensuring products and services are in their best interests and avoiding foreseeable harm.
Non-compliance not only risks regulatory action and sanctions, but can severely damage reputation and customer trust. The Duty marks a step-change from previous "Treating Customers Fairly" expectations, setting outcome-focused rules across key areas - product design, fair pricing, clear communications, and accessible support.
Adhering to the Consumer Duty is vital for organisations to deliver good consumer outcomes, uphold market confidence, and ensure long‑term sustainability.
How can organisations stay compliant with the Consumer Duty?
- Embed the Duty into governance and culture.
- Monitor and evidence customer outcomes.
- Report annually to the board.
- Support vulnerable customers.
- Train staff regularly to ensure understanding and accountability.
Why choose Access Learning accredited courses?
Access Learning offers CPD-accredited, FCA-aligned training that is:
- Expert-designed and regularly updated.
- Accessible via mobile and desktop.
- Role-specific and interactive for better engagement.
- These features make it ideal for embedding Consumer Duty compliance across your organisation.
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