CFH, in association with the chartered institute of credit management (CICM), explores navigating the new consumer duty in FCA-regulated environments

The FCA Consumer Duty principle aims to redefine the dynamics between financial firms and their customers, compelling firms to deliver ‘good outcomes’ and emphasising the importance of clarity, suitability, and accessibility in customer communications.

Spanning across diverse sectors, including retail finance, alternative lending, telecommunications, and energy, the Consumer Duty casts a wide net. It compels all firms, regardless of their direct customer engagement, to prioritise products and services that meet customer needs while ensuring fair value.

Embracing a multi-channel communication strategy, inclusive of both print and digital, not only enhances accessibility but also underscores a commitment to customer-centricity, ensuring that communications resonate with diverse audiences across the credit and collections landscape.
CFH Docmail, in association with the CICM, explains how this can be achieved with the support of communication experts and hybrid communications.

In the report, you will discover:

• The Consumer Duty: Placing a premium on delivering good customer outcomes
• Increasing customer attention and engagement: Embracing the power of print
• Making communications accessible and helping those facing financial hardship
• The adaptability of print in the credit and collections industry
• Comment from industry leaders and case studies of proven results.

To find out more download our full white paper below.