Lesson 1: What the Consumer Duty asks of us · 7 min
Before you begin · One principle, three cross-cutting rules · Check your understanding
Three pieces that work together
Learners prepare on their own, you answer questions live, and the surveys tell you what stuck. 2 fields to fill in with your own policy, contacts and locations; each one is highlighted inside the course.
What would you do?A customer has been on a low variable savings rate for years. They ask if there is anything betterExplain the options they have, including better-paying accounts, in plain wordsSay nothing, since they did not ask to moveTell them rates are the same everywhere
Live deckQuiz · 4 slidesContent · 1 slideWord cloud · 1 slideScale · 1 slide
Feedback surveyHow much do you agree with each statement? I can:How often do you deal with customers or customer-facing processes?What do you most want to get from this course?Overall, how would you rate this course?
6 lessons, about 40 minutes
What learners can do at the end of each lesson. Minutes are an estimate.
Lesson 2: The four outcomes at a bank · 9 min
The four outcomes · What each looks like in banking · Good outcome or poor outcome? · Check your understanding
Lesson 3: Fair value and unreasonable barriers · 7 min
Fair value in plain words · Unreasonable barriers 'sludge' · Practise
Lesson 4: Customers with characteristics of vulnerability · 7 min
Who may be vulnerable · Collections and financial difficulty · Practise
Lesson 5: Your part · 5 min
Spot it, record it, raise it · Check your understanding
Lesson 6: Final assessment · 5 min
Final assessment · Course complete
Often taught together
Courses teams often run alongside this one.
Banking & Financial Services Training
Responsible lending, credit assessment and collections (opens in a new tab)
Banking & Financial Services Training
Investment advice: Client risk profiling and suitability (opens in a new tab)
Banking & Financial Services Training
Life, health and pension advice: Needs-based selling and product rules (opens in a new tab)
Also listed in
Banking & Financial Services Training United Kingdom AhaSlides Financial services Banks & credit unions Regulated & licensed firms Legal, compliance & risk Customer service & support Frontline & customer-facing staff
Common questions
Yes. The course, the live deck and all three surveys are free. Claiming the template into your AhaSlides account is free too.
Yes. The course is self-paced and online, and the live deck lets you add a live session in the room or online.
At onboarding or as continuing professional development, with a yearly refresher (best practice).
All staff at UK banks, building societies and consumer lenders, with extra practice for product, lending, savings, collections and customer service teams; run by compliance, risk or training teams.
Record completion in your own LMS or record system, so you can show who finished the course and when.
Yes, everything. Change the wording, swap scenarios for ones from your workplace, add your logo, or remove parts that don't apply.
Your own details, each highlighted inside the course:
- Link to your live session deck
- Link how to raise a poor outcome
Comments from trainers
No comments yet. Tell other trainers how the course went.
Your comment
Comments are public. We remove spam and personal details.