customer outcomes

Many firms have already made “great progress”

Pressure and workload are causing unrest

Customers desire a more personalised experience

In line with Consumer Duty requirements

Training and skills sessions for advisers

To build trust with clients

"I hope the market is ready and poised for a year of strength"

"Make it easy to do the right thing"

"We still need to do more to reduce complexity in our industry"

Loaded premiums are a concern