Consumer Duty

Important information

The Consumer Duty sets the standard of care that firms should give to customers in retail financial markets and came into effect on 31 July 2023. The Consumer Duty has set higher and clearer standards of consumer protection across financial services and requires firms to 'act to deliver goodoutcomes for retail customers'.

At Fidentia Insurance Brokers Limited, we are strongly supportive of any initiative designed to improve outcomes for our customers. Our customers are central to our business and we believe that they should receive communications they can understand, products and services that meet their needs and offer fair value, and they get the support and help they need, when they need it.

How firms act to deliver the Consumer Duty

There are three cross-cutting rules set out around how firms should act to deliver good outcomes for their customers. These are:

What are the new Consumer Duty outcomes

There are four outcomes which cover the key elements of the firm-customer relationship:

Customers in vulnerable circumstances

We understand that some of our customers may be in vulnerable circumstances. To support these customers, we have created a Vulnerable Customer Policy which outlines how we are supporting customers in a variety of vulnerable situations. We also provide additional training to our people around identifying and supporting customers in a variety of vulnerable situations.

Clear communications

We understand that it is important for our customers to be able to understand our communications. To meet this need we have drafted a series of Fidentia Communication Principles for our customer communications. These principles focus on supporting consumer understanding by:

We are commited to meeting the requirements of the Consumer Duty and to providing our customers with the best possible service. If you have any questions about the Consumer Duty or our approach to customer protection, please do not hesitate to contact us.

Working hard on your behalf

Your Fidentia team will often negotiate with insurance underwriters and loss adjusters face to face, on your behalf, to secure the best outcome for you. We are able to do this because of our close proximity to the London headquarters of Lloyd’s of London and other leading insurers. Over the years we’ve built up close working relationships with key underwriters and loss adjusters, which greatly helps us in achieving positive outcomes for our clients. Can we help If you are looking for a first class client experience from an insurance broker, please contact our friendly team for an initial chat on tel +44(0)20 3150 0080 or email