Rules ›
FCA Consumer Duty (PRIN 2A)
Requires firms to deliver good outcomes for retail customers.
1,881banking decisions citing this rule
UKjurisdiction
In force from 31 July 2023 — Consumer Duty applied to open products and services.
The harms this rule produces
Issues most often decided in cases where this rule was cited.
| Issue | Decisions | Uphold rate |
|---|---|---|
| APP scam refund refused | 912 | 58.6% |
| Support for vulnerable customers | 249 | 28.5% |
| Complaint handling | 199 | 42.2% |
| Credit file reporting | 149 | 45.0% |
| Mortgage administration | 125 | 31.2% |
| Card dispute or chargeback | 122 | 23.8% |
| Service failure | 121 | 57.0% |
| Interest and rates | 94 | 26.6% |
| Charges and fees | 85 | 27.1% |
| Treatment in financial difficulty | 75 | 29.3% |
| Product mis-sold | 74 | 51.4% |
| Irresponsible lending | 67 | 22.4% |
How the United States handles the same risk
UDAAP (Dodd-Frank s.1031)
US prohibition on unfair, deceptive or abusive acts and practices.