Part 2 - The Consumer Duty Skills Toolkit (1)

Thursday, 08 June 2023
10:00 am – 11:30 am (UK time)
    • Jeff Heasman

The Consumer Duty Skills Toolkit

Two key pillars of the new Consumer Duty are consumer understanding and consumer support. With a move towards outcomes-based regulation, the need for a skills toolkit to stay on the right side of the regulation is critically important. During this session, you will learn skills based around:

working in an outcomes-based regulatory environment

communicating in a way that aids accessibility and understanding

checking understanding to facilitate informed decision-making

recognising and handling behavioural biases throughout the customer journey

recognising and dealing with vulnerable customers

The session is interactive and includes exercises and simulations that will help you practise the skills learnt and how to evidence outcomes. It is aimed at those working within the UK insurance and financial services industry.


2 sessions of 1.5 hours each

Learning outcomes

By the end of the session, participants will be able to:

identify the key requirements relating to consumer understanding and consumer support under the Consumer Duty.

understand the key elements of outcomes-based regulation and the skills necessary to evidence outcomes.

implement a strategy to utilise the skills taught to remain on the right side of the new regulation under the Consumer Duty.


CII Accredited

This demonstrates the quality of an event and that it meets CII member CPD scheme requirements.

1 1/2 hours' CPD can be claimed for this event if relevant to your learning and development needs.

It is recommended that you keep any evidence of the CPD activity you have completed and upload copies to the recording tool as the CII may ask to see this if your record is selected for review. Details of the scheme can be viewed online at