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

Hear more from our experts

  • 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.

    Watch Jenny Holt's update
  • Watch Andy Curran's video update on Consumer Duty

    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.

    Watch Andy Curran's update

  • Shaping customer outcomes is core to our purpose

    Jenny Holt, our Customer Strategy & Experience Director, looks at our current approach to helping customers with the requirements of the Consumer Duty. 

    Read our Consumer Duty blog
  • Watch Craig Hamilton's video update on how we're approaching Consumer Duty

    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.

    Watch Craig Hamilton's update

More resources and support

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