What factors do you consider to make sure you are acting in good faith across the Consumer Duty outcomes?

For us, acting in good faith is a standard of conduct characterised by honesty, fairness and openness when dealing with retail customers and acting in a way that is consistent with the reasonable expectations of retail customers.

To demonstrate that we are acting in good faith, we will, for example:

  • Take account of retail customers’ interests, for example in the way we design a product or present information
  • Take account of customers’ emotions or behavioural biases to avoid misleading a customer or to create demand for a product
  • Understand any characteristics of vulnerability to ensure no detriment is caused to the customer
  • Avoid carrying out the same activity to a higher standard or more quickly when it benefits us than when it benefits the retail customer, without objective justification

This website is for financial advisers only and must not be relied on by anyone else. If you’re not an adviser, please go to our customer website for more information about our products and services.