Consumer Duty Outcome 3
Outcome 3 of the FCA Consumer Duty requires firms to evidence that consumer communications enable retail customers to make effective, timely and properly informed decisions.
Consumer Duty Outcome 3 is the consumer-understanding outcome of the FCA Consumer Duty. It asks firms to evidence that their communications help retail customers make effective, timely, and properly informed decisions, and to test that those communications are likely to be understood.
In practice, an assertion is not evidence. A board sub-committee asking how they know customers understand something wants a test result, not a statement. Comprehension testing with real customers, including those in vulnerable circumstances, is a documented way to produce it.
OpenScouter contributes one specific piece: the behavioural record of how customers, including the neurodivergent share of the base, actually move through a journey and where they get stuck. We do not certify Consumer Duty as a whole; we deliver testable, repeatable evidence for the part we cover.
Like all compliance work at OpenScouter, this is a downstream use of a usability testing platform, not the headline.
