Nearly three years on from the implementation of the Consumer Duty, important questions remain: have consumers noticed a change in how financial services firms serve them, and are these changes translating into better experiences?

Using YouGov’s Consumer Duty Index (CDI), based on over 65,000 interviews with British consumers conducted quarterly from April 2024 to April 2026, we are able to provide a robust, longitudinal view of how the industry, individual sectors, and leading brands are performing against Consumer Duty principles.

Watch the webinar, where YouGov’s Director of Financial Services Research, Matt Palframan and his team, will present the latest results and trends from the Consumer Duty Index.

Watch the session to learn:

How do Brit’s view the industry’s implementation of Consumer Duty over time?Which sectors are leading and which still have ground to make up?Which brands are setting the standard on Consumer Duty, and what differentiates them?How do different customer groups (including younger consumers) perceive financial services today?The ‘vulnerability gap’: are firms meeting the needs of vulnerable customers?