How has the Consumer Duty Act impacted the industry?

A year on from the implementation of the Consumer Duty Act we sat down with Mark Liechti, Associate Director Customer Experience at L&C Mortgages, to talk about what this has meant for the industry. 

We spoke with Mark about prioritising customer outcomes, challenging the value and relevance of products, and how the Consumer Duty Act forced companies to re-examine their approaches and identify gaps in how they deliver customer outcomes, as well as covering topics such as:  

• How has the Consumer Duty Act positively impacted you as a business? 

• Have you noticed a change in consumer expectations since the Consumer Duty Act came in? 

• Has there been any challenges for you since the implementation of the Consumer Duty Act? 

Grab a cuppa, and watch the video below:

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