CONSUMER DUTY
Doing What’s Right, Always
At BEYOND, we believe doing the right thing isn’t a regulation—it’s a responsibility. The FCA’s Consumer Duty simply reinforces what we already stand for: putting clients first, every time.
Doing What’s Right, Always
Consumer Duty is about delivering good outcomes for clients—through products that meet their needs, communications they understand, and support that empowers them to make confident, informed decisions.
We don’t just comply with Consumer Duty. We live and breathe it across everything we do. Here’s how we’ve brought it to life inside BEYOND —and what it means for the way we serve our advisers and their clients.
How We’ve Embedded Consumer Duty into Our Business
1. Evaluation
Clear Processes, Stronger Outcomes
Our compliance team carried out a full gap analysis across all client-facing processes, documents, and communication touchpoints. We found that our standards were already high—but we also identified areas where we could evidence our good intentions more clearly.
Where we’ve improved processes, we’ve done so with one goal: better client outcomes. And as Consumer Duty evolves, so will we—any future changes will always be clearly communicated.
2. Culture
A Charter That Shapes How We Work
We introduced a Culture Charter to define how we want BEYOND to operate—grounded in respect, integrity, and collaboration. We’ve now expanded this with a mission and vision statement that makes our direction even clearer: by helping more people, in the right way, we’ll grow sustainably—without compromise.
This culture is more than words. It’s how we treat each other, our members, and every client our advisers serve.
3. Education
Ongoing Learning, Together
Understanding Consumer Duty isn’t a one-off event. We’ve delivered regular training sessions, with more planned throughout the year. Our Executive Team is always open for one-to-one conversations if advisers or staff want more clarity or support.
We welcome and encourage feedback—because building a strong, informed team is a shared effort.
4. Holistic Planning
Advice That Looks at the Full Picture
Good outcomes don’t happen by accident. We believe in holistic financial planning that considers every client’s full journey. To support this, we deliver regular training on protection and offer technical workshops to strengthen advice quality across the board.
5. Dedicated Protection Specialist
Better Conversations, Better Cover
We employ a dedicated Protection Specialist to help advisers have more meaningful conversations about risk, resilience, and safeguarding clients’ futures. This added expertise will raise standards and outcomes across the network.
6. Centralised Investment Proposition
Focused, Transparent, Client-Centred
We’ve revised our Centralised Investment Proposition (CIP) to be more intentional, accessible, and aligned with client needs. This helps advisers:
- Better understand our approved product range
- Match products more closely to client goals
- Strengthen relationships with key providers
In short, our CIP now drives clarity, confidence, and consistency in the advice process.
7. Client-Friendly Communication
Clearer, Simpler, Stronger
We’ve streamlined our suitability letters to be clearer, shorter, and more client-friendly. At the same time, we’ve enhanced internal research and documentation to ensure advisers have the right tools to build strong, evidence-based advice.
The result? A better experience for both adviser and client—without compromise.
8. Fair and Flexible Charging
No One Left Behind
We’ve reviewed our charging structures to ensure they are always fair and transparent. Our aim is to support access to quality advice, not restrict it.
9. Client Education
Empowerment Through Understanding
We’re committed to client education as a core driver of better outcomes. That means expanding our content and resources—via our Client Portal, website, and other formats—to help clients understand their options, make informed choices, and feel more confident about their financial future.
As new content is launched, we’ll keep advisers informed so you can share it directly with clients.
Continuous Monitoring and Meaningful Feedback
Consumer Duty isn’t a one-time deadline—it’s a commitment we revisit every day. We are:
- Monitoring our progress
- Tracking regulatory developments
- Updating processes as required
- Communicating any changes clearly
And most importantly, we are listening.
If you have feedback, ideas, or questions—please speak to the BEYOND Team. Your insight helps us improve, evolve, and continue building a business that genuinely puts people first.
What It All Means for You
By embedding Consumer Duty into everything we do, BEYOND ensures that:
- Advisers are fully supported to give advice that’s in their clients’ best interests
- Clients receive clear, suitable, and well-explained recommendations
- Our network operates with fairness, transparency, and accountability
This is about raising the standard of advice, not ticking boxes. Because when our clients succeed, so do we.