Will well-trodden regulatory project practices to implement the Consumer Duty be sufficient to deliver the paradigm shift expected by the FCA? An alternative and innovative perspective on Consumer Duty, informed by considerations such as behavioural science, diversity, and inclusion.

• How should an effectively implemented Consumer Duty feel different? For customers and for colleagues?
• What influences individuals and institutions in making decisions and how do we adjust to respond to this?
• Will consumer understanding help unlock other expectations under the Consumer Duty?