The outcome the FCA is seeking from the Consumer Duty is to bring about an environment where consumer harm is prevented before it occurs — by ensuring that firms consistently place customers’ interests at the heart of their business. This represents a shift in culture and behaviour, requiring firms to ensure their products and services are fit for purpose, offer fair value, and that their communications and customer support empower consumers to make well-informed decisions.
When we set out to write our Consumer Duty Manual, we wanted it to be more than just a summary of the rules — we wanted to create a practical and informative document that firms can genuinely implement within their business. The Manual sets out the FCA’s new Principle 12, the Cross-Cutting Rules and the Four Outcomes in depth. Each chapter is designed to give a complete understanding of what’s expected of the firm and its staff. It also includes examples that can be used to evidence compliance with each of the outcomes, and is suitable for circulation across the firm to support training and ensure all staff understand the Consumer Duty.
We’re proud of what we’ve created and believe it provides an excellent foundation for firms to embed the Consumer Duty effectively. And we haven’t stopped there. The manual now includes dedicated new sections on defining good customer outcomes and actions the firm takes to achieve good outcomes, giving firms additional clarity on what ‘good’ looks like and how to demonstrate it in practice.
We’ve also expanded the section on the Consumer Support Outcome, with additional content based on the FCA’s Multi-Firm Review (March 2025), helping firms demonstrate how their support processes meet the needs of customers, particularly those in vulnerable circumstances.
To support understanding further, we’ve included a short knowledge test that is sent automatically when the manual is downloaded — giving staff an opportunity to test their knowledge and ensure they can demonstrate a working understanding of the Duty in action.
FORMAT: All documents are downloadable via email upon receipt of payment.
Written & reviewed by the Ecompli founder — With over 20 years in financial services and having founded Ecompli in 2006, our compliance documents are written by a specialist with hands-on expertise in FCA regulation across the mortgage, general insurance, equity release, and insurance claims handling sectors. Every guide and template is personally developed to turn complex regulatory requirements into clear, practical tools your firm can actually use.
There are plenty of free templates and AI-generated documents available online. The challenge is knowing whether they genuinely reflect FCA requirements, align with Consumer Duty expectations and work in practice for your firm. Our documents are written by Ecompli’s founder and are designed specifically for regulated firms. Every manual, register and template is created to provide practical, usable guidance that supports implementation, helping firms move beyond theory and into demonstrable compliance.
