FCA outlines strategy to ensure cash availability for consumers and small businesses
The FCA has announced new rules to protect access to cash services for consumers and small businesses in the UK. From 18 September 2024, designated banks and building societies will be required to assess local cash access needs, respond to community requests for evaluations, and provide additional services where significant gaps are identified. These measures aim to maintain essential cash facilities, including bank branches and ATMs, until alternative services are available. The FCA's powers don't prevent branch closures but will address resulting gaps in cash access. Possible solutions include banking hubs, ATMs, and Post Office facilities. The FCA has adjusted the proposed rules, allowing more time for assessments and periodic reviews of new services. Recent research highlights that low-income households and those with limited digital capabilities are most reliant on cash services.
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FCA review of Consumer Duty outcomes monitoring across the insurance industry
On 26 June 2024, the FCA published its findings from a multi firm review of the insurance sector's ongoing monitoring of outcomes under the Consumer Duty. Some firms were able to demonstrate good practice, with the FCA noting that they had been able to show a clear causal chain from the setting of clearly defined customer outcomes, monitoring of those outcomes, identification of poor outcomes and appropriate action then being taken. They were also critical of firms who focused on processes being complied with rather than the outcomes actually being delivered. In some cases, there was noted to be an absence of clear evidence that monitoring of outcomes had led to proactive action to improve those outcomes.
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