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Closed product rules are in force from 31 July 2024. We’ve completed Fair Value Assessments implementing the highest priority actions, in line with the Duty's requirements. Read our Fair value approach: Closed products to find out more.
Our approach to the Duty
Working with consultants we’ve completed a gap analysis, identifying areas of focus and a review structure for our program. We’re applying a group-wide thematic approach aligned to the six key review areas:
- Considering fair value across all products and services
- Testing of customer understanding of key communications
- Tailoring of customer communications
- Group communications framework
- Demonstrating customer support and service levels meet the needs of customers
- Defining (reasonable) foreseeable harm
Our progress to date:
We focussed on making sure our products and services meet the required standards of the new regulatory framework. To date, we’ve:
- Embedded new customer standards and clear definitions of what good customer outcomes mean at Phoenix
- Completed reviews and fair value assessments of products, communications, and customer journeys to identify and address areas of foreseeable harm and fair value ahead of regulatory deadlines
- Implemented new or improved policies, processes and frameworks across the business focused on delivering customer understanding and supporting good outcomes
- Enhanced our governance, oversight, monitoring, reporting and evidence for customer outcomes to meet requirements of Consumer duty
- Delivered regular group-wide communications and training to embed consumer duty into everything we do
Hear more from our experts
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Jenny Holt's update on Consumer Duty
Customer Strategy & Experience Director, Jenny Holt talks about how Standard Life and the Phoenix Group has built on our existing foundations to support good outcomes for customers.
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Andy Curran's update on Consumer Duty
Find out more about our approach to meeting the requirements of the Duty by watching Andy’s video.
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Craig Hamilton's update on Consumer Duty
Find out more about our approach to Consumer Duty and next steps, from Craig Hamilton, Group Conduct & Compliance Director.
More resources and support
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FCA's Consumer Duty hub
You can read the guidance and access a wide range of support material on the FCA website.
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Vulnerable Customers
Helping you to provide the best service for customers in vulnerable circumstances.
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