What is Consumer Duty Cross-Cutting Rules?
The Consumer Duty cross-cutting rules are three behavioural standards that sit under Principle 12 of the FCA Handbook. They require firms to act in good faith towards retail customers, avoid causing foreseeable harm, and enable and support customers to pursue their financial objectives. The rules apply across all four Consumer Duty outcomes and are used by the FCA to assess the intent and culture behind a firm’s conduct, not just whether individual rules were technically followed.
Consumer Duty Cross-Cutting Rules in financial services
In practice, the cross-cutting rules shape how firms design processes and review interactions: whether communications are fair and clear, whether foreseeable harm is being avoided, and whether customers are supported rather than obstructed in reaching their goals. Firms need evidence against each rule, not just a statement of intent.