Consumer Duty

Consumer Duty

There can be a big difference between a good customer experience and a good customer outcome.


We've been thought leaders in Consumer Duty from day one, and we run its biggest dedicated LinkedIn group, which you can join here.

Partnering with experts who truly understand how to implement and monitor Consumer Duty and its Four Outcomes will be the key to your success.

Four Outcome Measurement

Our Consumer Duty and Four Outcome customer outcome measurement and evidencing solutions give you ongoing customer insight, and the critical material for Board Reports and Attestations that may be reviewed by the FCA, including:


  • Customer Outcome measurement versus the Four Outcomes
  • Outcome measurement for new vs long-term customers
  • Measure vulnerable versus non-vulnerable outcomes
  • Provide data to benchmark you across Financial Services
  • Measurement vs journey stage (sale / new / use / exit etc.)
  • Focus on highest risk customer touchpoints
  • Department / function level view of outcome delivery
  • Qualitative insights for customer-led Consumer Duty plan
  • NPS scoring

Pioneering Consumer Duty Solutions

Duty CX offers a wide range of Consumer Duty specific consultancy, spanning from one-off Fair Value and Target Market assessments, to ongoing guidance ensuring cultural adoption of The Duty and its Four Outcomes through effective governance, communication, and reporting.


Duty CX's extensive client-side experience in Financial Services, CX, and historical regulation such as TCF, Conduct, and Vulnerability make our engagements meaningful and full of actionable strategic and tactical solutions.


Compliance Consultancy

Our compliance partners specialise in Consumer Duty specific risk management, providing tailored solutions to businesses across Financial Services and all its sub-sectors, including fintechs and startups. Our competitive rates ensure cost-effective services and our clear, supportive guidance leads to sustainable success.

They keep pace with the fast-evolving financial services sector, offering insights and strategies that help businesses make sound and compliant decisions. Whether it’s about enhancing current operations or scaling up, guidance is straightforward and actionable.

Vulnerable Customer Support

We partner with numerous specialists in consumer vulnerability management, Consumer Duty and financial services support solutions, from combining the efficiencies of technology with healthcare expertise to deliver measurably better customer outcomes, to company specific Vulnerability support.

Our solutions help organisations to better support vulnerable customers, and robustly demonstrate regulatory compliance with the FCA’s Consumer Duty, and Ofgem’s consumer vulnerability regulations.

Consumer Duty Alliance Affiliate

Duty CX is proud to be a member of the Consumer Duty Alliance for several reasons:


  • Commitment to Best Practices: The Alliance’s role in promoting good Consumer Duty practices aligns perfectly with our mission to prioritise consumer outcomes.
  • Collaboration: Being part of a network that includes practitioners and subject matter experts enhances our ability to stay at the forefront of regulatory expectations and industry standards.
  • Advocacy and Influence: The Alliance’s engagement with the FCA provides us with a platform to influence regulatory framework, ensuring that our clients receive the best guidance and support.
  • Shared Vision: We share the Alliance’s vision of raising public confidence in the financial advice sector by consistently delivering good consumer outcomes.
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