Analysis

Almost two years on – has Consumer Duty improved customer outcomes?

By 2026-02-17T07:00:00

Screenshot 2026-02-16 151636

Data from Insurance DataLab suggests that the FCA’s landmark regulation has not led to a measurable reduction in escalated disputes

When the Consumer Duty came into force in July 2023, it was positioned as the most significant shift in conduct regulation in a generation.

The FCA’s expectation was not that firms would simply comply with a new set of rules, but that they would rethink how products are designed, sold and serviced – with a particular focus on outcomes at moments that matter most to customers.

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