MorganAsh

Consumer Duty white papers

Our latest thinking, research and opinion on Consumer Duty and customer vulnerability.

Understanding the implications of vulnerability within Consumer Duty

Understanding the implications of vulnerability within Consumer Duty

(0.14MB)

This paper examines the FCA Handbook Rules on Consumer Duty Regulations, specifically Principle 12. We extracted some key rules in order to explain the practical implications.

Complying with Consumer Duty for mortgage and later life lending firms

Complying with Consumer Duty for mortgage and later life lending firms

PDF (5.15MB)

This paper makes sense of how the needs of Consumer Duty can be translated into robust, practical actions which can better bear independent assessment and serve the firm far more effectively than a yes/no database flag.

Why sharing individual customer data is the practical solution to meeting Consumer Duty

Why sharing individual customer data is the practical solution to meeting Consumer Duty

PDF (0.59MB)

This paper looks at why it will be a far better customer experience if consumer characteristics data is provided once and then shared between different parties.

Consumer Duty – the shift to self-policing

Consumer Duty – the shift to self-policing

PDF (0.53MB)

This paper looks at how the secure sharing of data across the supply chain is the only way to provide robust evidence that the whole supply chain is acting in the best interests of Consumer Duty.

Vulnerability is not binary, and why this matters

Vulnerability is not binary, and why this matters

PDF (0.71MB)

This paper looks at why vulnerability is not a binary issue, and what firms can do to more adequately meet the needs of the FCA’s Consumer Duty regulations, provide their business with the right management information – and serve their customers in the most ethical way.

Consumer Duty – the challenges and opportunities of ensuring protection

Consumer Duty – the challenges and opportunities of ensuring protection

PDF (0.71MB)

This paper takes a balanced view of both the opportunities and the challenges of implementing a Consumer Duty strategy – and how everything revolves around the proper recording and maintenance of consumers’ characteristics.

How to identify vulnerable customers

How to identify vulnerable customers

PDF (0.38MB)

This paper examines why firms are unaware of the extent of their customers’ vulnerabilities and provides strategies and ideas for a more comprehensive, accurate and inclusive means of assessment.

Measuring vulnerability is more important than ever

Measuring vulnerability is more important than ever

PDF (0.58MB)

This paper looks at the need to treat all customers in the same way, as potentially vulnerable, recording their characteristics consistently, accurately and over time.

Consumer Duty expertise

Consumer Duty discussions, research, presentations, interviews and more.


Consumer Duty software

The MorganAsh Resilience System, MARS, helps organisations to demonstrate compliance with the FCA’s Consumer Duty regulations and puts consumers at the heart of their business.

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Consumer Duty expertise Consumer Duty discussions, research, presentations, interviews and more.

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Our clients say:

The overall growth in medically underwritten bulk annuity activity this year has been considerable, not surprising given the improved pricing this can bring. Effective data collation from pensioners is crucial – MorganAsh’s activity in this area can only help support further market growth.

Costas Yiasoumi, director of defined benefit solutions, Partnership