FCA podcast on consumer support

The FCA have delivered a new podcast on the Consumer Support outcome within Consumer Duty. In this fourth episode of their ‘Inside FCA’ podcast interviews, FCA’s Policy Expert, Sean Cafferky, talks about the principles behind the consumer support outcome, its impact on the channels of support firms should offer, what FCA mean by ‘sludge’ and ‘appropriate friction’, and how firms should review their customer journeys to help achieve good outcomes for consumers.

Source: FCA