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Consumer Duty and what it means to Arbuthnot Latham

Arbuthnot Latham is manufacturer and distributor of banking, lending, and wealth management products and services.

Some products and services manufactured by Arbuthnot Latham are also distributed by third parties.

Here we provide key information to distributors of these products and services as well as other firms with whom we have a relationship (such as introducers or brokers).

For distributors, we have produced product sheets which set out the intended target market, distribution strategy, and the outcome of our value assessments.

These can be accessed from the links below.

Our approach to the Financial Conduct Authority’s Consumer Duty ensures that clients are the heart of everything we do.

We regularly assess all product and services against the Consumer Duty outcomes by reviewing our product distribution, pricing structure, communications, and support infrastructure.

Below, we outline our approach to each of the outcomes to ensure compliance with the Consumer Duty regulation.

 

Products and services

We regularly review of each of our products and services, which includes assessments of:

  • Any potential foreseeable harm related to the service and the controls in place to mitigate the risk of harm
  • The target market for each product to ensure the products and services are designed to continue to meet the needs of clients within the target market
  • The product design and features, including product purpose and functionality.

 

Price and value

During product reviews, a fair value assessment is conducted on each of our products. This includes a review of the product benefits, limitations, costs, and a competitor analysis. This assessment gives assurance that all products and services manufactured by us provide fair value to clients.

 

Consumer understanding

On an ongoing basis we undertake reviews of client-facing documents, letters, and brochures to ensure they meet consumer duty standards. Changes are regularly implemented to further develop our existing communication standards . This ensures information is presented in a way that is easy to understand, suits the needs of the target audience and provides transparency about our products including risks and costs.

 

Consumer support

As a relationship led bank, our purpose is to help our clients go further. This means ensuring that they receive a bespoke service, tailored to their needs, helping them achieve their financial goals.

Our product reviews assess the level of support provided to clients and the channels available to access this support. We also assess the individual support streams offered to clients.

These reviews span the entire client base and will ensure support channels provided to clients, including those with vulnerability characteristics, have the support they need to pursue their financial goals.