In November 2025, we were joined by Jonathan Pearson, Head of Department, Consumer Policy and Outcomes at the Financial Conduct Authority, to discuss the critical importance of cultural improvement, employee competence, and what the next chapter of the Consumer Duty means for firms.
While the regulator continues to acknowledge the positive impact of the Duty in action, it recognises that, collectively, there is more to do to raise the bar.
In 2026, the FCA has signalled a significant shift in the way it will evaluate Duty adherence: going beyond just assessing whether firms are compliant and, instead, demanding further demonstrable evidence of culture change, outcomes, and Duty impact.
Access our exclusive interactive video e-book – part of our Consumer Duty in conversation with the FCA series – to learn:
- What the FCA’s Duty priorities are for 2026, and examples of the multi-firm project work planned.
- What the “are you compliant?” to “show us the outcomes” shift means in practice.
- The four key pillars firms need to focus on to ensure long-term improvement and success: culture, continual improvement through robust data, making the Duty second nature, and continual competence assessment.
- The top 2026 Duty priorities as ranked by firms.
