Learn how AI-assisted work fits the FCA's rules on customers, records, complaints and financial crime.

In this module you will:

  • Name the four Consumer Duty outcomes, and say why AI can make support harder.
  • Spot signs that a customer may need extra support, and treat an AI flag as a prompt for a person, never a decision.
  • Say why chat history is not the Firm's record, and what a decision record shows.
  • Recognise a complaint even when the customer does not use the word, and route it.
  • Know what to do when a tool fails, and why you must not investigate or tip off a financial-crime concern.

How it works: there are 39 slides in two units, with practice activities that are not scored, then a short quiz. Each slide counts after you have spent a short time on it. The quiz opens when every slide has counted. It has 5 questions drawn at random. [Pass mark and number of tries: to confirm.] After a fail you see the areas to revisit, not the right answers.

Time: about 35 to 40 minutes, plus the quiz. All examples are made up. Policy v1.1 draft.


Number of attempts allowed: Unlimited
Number of attempts you have made: 1
Grade for attempt 1: 0%
Grading method: Highest attempt
Grade reported: 0%