Understanding the Consumer Duty and how it affects collections activity
Implemented in July 2023, the Consumer Duty shifted focus towards an outcomes-based approach, emphasising the results for consumers, rather than just adherence to the rules. The CSA Consumer Duty online training module offers users an interactive and accessible learning resource to assist with their understanding of the Consumer Duty and how it can be applied in their role.
Learners will gain a structured understanding of the Consumer Principle, the cross‑cutting rules and the four outcomes, alongside real‑world examples that demonstrate what good and poor practice look like.
By the end of this module, learners will understand the Consumer Duty rules and how they apply in a debt collection context. They will be able to explain the Consumer Principle, cross‑cutting rules and four outcomes, recognise how vulnerability and consumer understanding impact customer outcomes, and apply the Duty to real‑world customer interactions. Learners will also gain confidence in identifying foreseeable harm, acting in good faith, and supporting customers to achieve their financial objectives in a compliant and ethical way.
Introduction to the module
Key Information
Cost
£45 + VAT per module (member) £75 + VAT per module (non-member)
Length of Course
The module takes approximately 45 minutes to complete.
Activation period
Each module is active for 12 months from the activation date
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