Duty Of Care
Put customer interests at the heart of product design and service delivery. Strengthen conduct, prevent customer harm and demonstrate fair outcomes across the customer lifecycle.
Thomas Moesker
Contact meDuty of care is not limited to providing correct information at the point of sale. Financial institutions must consider customer interests throughout product development, distribution, advice, servicing and aftercare. Digital journeys, complex products, vulnerable customers and changing economic conditions make it harder to see where harm may arise and whether controls are genuinely effective.
We help financial institutions translate duty-of-care and conduct requirements into practical governance, processes and evidence. Our approach looks beyond formal compliance to the outcomes customers experience. By connecting product governance, customer data, communications, advice and service processes, we help you identify risks early, improve decisions and show how customer interests are safeguarded in practice.
Strengthening customer outcomes end to end
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New rules for distance financial services: What changes from 19 June 2026
The revised Distance Marketing Directive raises the bar for how firms inform and protect consumers buying financial products online or at a distance. This article explains what changes for pre-contractual information, withdrawal rights and digital sales journeys.
