Context
The FCA has published the results of its multi-firm work in the retail banking sector. Although the review is sector-specific to retail banking, the FCA’s view is that other firms outside the sector “…that have or are taking steps to embed the Duty may also find the findings relevant.”
Key points to note and next actions
The review results cover a number of headings, comments on improvements to specific customer journeys, and what the FCA expects from firms. There are some examples of good practice noted which may be relevant to other financial services sectors.