FlexMR launches Consumer Duty service for finance clients

The service, called the Consumer Duty Programme, operates as a three-tiered programme of work – organised into the categories of test, refine and learn – to help firms deliver good outcomes for their retail consumers.

The Financial Conduct Authority’s rules and regulations for the Consumer Duty sets out higher and clearer standards of consumer protection and requires firms within the financial services industry to put their customers’ needs first.

FlexMR said that its Consumer Duty Programme uses market research methods, tools and tactics to help financial services clients to work with customers and consumers and test their marketing, communications and operational collateral.

As a part of the Consumer Duty Programme launch, FlexMR has created a free accompanying Consumer Duty Toolkit.

FlexMR client relationship manager Charlotte Duff said: “We have worked hard to thoroughly understand the new responsibilities placed on firms in the financial sector, and designed our Consumer Duty Programme to make this new research as easy as possible.

“Our ‘test, refine, learn’ loop structure is crucial to delivering good outcomes for customers, and is provides a simple, impactful process for our clients to follow in their pursuit of Consumer Duty.”