The FCA framework requiring in-scope firms to deliver good outcomes for retail customers.
Why the distinction matters
The four outcomes provide a structure for examining product design, value, understanding and support. A policy inventory does not show whether customers receive the intended outcome. Keep the scope assessment and actual evidence together.
In the working file
Illustrative example
A team tests whether customers understand when a charge applies, rather than concluding that publication of a fee table settles the question.
Use the term in context
Record the legal entity, activity, period and applicable source alongside the term. A familiar label does not remove the need to establish scope. Our operating playbook connects this definition to a practical process.
Read the related playbookSources & scope
Primary sources used for this research edition. Document dates and commencement dates are different fields. Recheck the issuing authority before acting.
- FCA: Consumer Duty information for firmsGuidance · source reviewed 12 November 2026
- FCA: Payments Consumer Duty multi-firm reviewReview · source reviewed 12 November 2026