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Consumer Duty Action Planning Process

Following the Consumer Duty rules coming into effect on 31 July 2023, all financial services firms have needed to review and update their products and services to ensure they are putting consumers at the heart of their business. This Spotlight: Consumer Duty Action Planning Process* is designed to provide a practical approach to identifying and planning actions needed for businesses to:

To evaluate the effectiveness of your Consumer Duty implementation, we would recommend starting off with the Consumer Duty Practice Diagnostic Tool. To gain further support on understanding the fundamentals of the Consumer Duty, consider purchasing the Overview of Consumer Duty Regulations. To see real-life examples and case studies of how other firms have handled these changes, take your learning a step further and consider purchasing the Spotlight: Consumer Duty Good Practice Examples module.

If additional support is required, you may wish to enrol on the Consumer Duty Action Planning Workshop. The workshop is a face-to-face session which follows a similar learning path to the Spotlight: Consumer Duty Action Planning Process, but provides the opportunity for delegates to discuss examples and assess early implementation of their plans with other delegates, supported by an expert facilitator.

You can also purchase all four of the digital learning products together as the Consumer Duty Digital Learning Suite, representing a cost saving of 20%. Please visit the CII shop for further details. Please note that the face-to-face planning workshop is not included within the Consumer Duty Digital Learning Suite.

To help you understand what products to purchase for your team, take a look at the diagram below:

Consumer Duty purchasing illustration

You can find more information and a specific example in our Consumer Duty purchasing scenario.

Who is the Spotlight: Consumer Duty Action Planning Process course for?

This online planning process is designed to provide all Personal Finance practitioners and team leaders in small and medium-sized firms with a practical approach to action planning for themselves and their team.

Learning objectives

This course is designed to:


Assessment, completion certificate and CPD

As this a process course used for guidance, and therefore cannot be ‘completed’, there is no assessment, certificate of completion or CPD.


£99 for members or £129 for non-members (incl. VAT).

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Download the flyer

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*This product is intended to provide support for small firms and teams within medium sized firms to developing a suitable action plan for meeting the requirements of Consumer Duty. The product is not designed to provide learners with definitive actions they must take as each firm and its consumers, products and services are unique.