Inside FCA Podcast: What does the Consumer Duty consumer support outcome mean?

In the fourth episode of our dedicated series on the Consumer Duty, FCA policy expert Sean Cafferky talks to Ozge Ibrahim about the principles behind the consumer support outcome, its impact on the channels of support firms should offer, what we mean by 'sludge' and 'appropriate friction', and how firms should review their customer journeys to help achieve good outcomes for consumers. 

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