The outcomes the rules exist to produce. This is where Consumer Duty lives, and it now runs through the whole exam — the shift from 'did you follow the process' to 'did the customer get a good outcome'. Expect the four outcomes and the cross-cutting rules to appear well beyond this one area.
What consumer duty covers in the R01 exam
- The Consumer Duty: the Principle, the cross-cutting rules and the four outcomes
- Products and services, price and value, consumer understanding and consumer support
- Treating Customers Fairly (TCF) and its six consumer outcomes
- Vulnerable customers and how fair treatment applies to them
- Acting in good faith, avoiding foreseeable harm and enabling financial objectives
- Monitoring, evidencing and governance of customer outcomes
Where candidates lose marks
Listing the four Consumer Duty outcomes but missing the three cross-cutting rules that sit above them.
Treating Consumer Duty as a box-ticking exercise rather than an outcomes test.
Assuming vulnerability is a fixed label rather than something that can be temporary or situational.
Worked example questions
Real R01-style questions from our bank, with the correct answer and the reasoning. No sign-in needed.
Which leadership quality is essential for sustaining ethical culture during organisational change?
- AFocus solely on financial performance
- BDelegating ethics to junior staff only
- CSuppressing internal challenge
- DConsistency in reinforcing valuesCorrect
- EPrioritising secrecy over openness
Why: Consistency in reinforcing ethical values through change helps sustain cultural resilience and alignment with FCA expectations.
How does leadership shape Principle 9 compliance in advice delivery?
- ABy discouraging escalation of unsuitable advice
- BBy prioritising sales over client interests
- CBy limiting advice records to positive outcomes
- DBy ensuring suitability frameworks are enforcedCorrect
- EBy delegating suitability decisions to untrained staff
Why: Principle 9 requires suitable advice. Leadership must enforce frameworks ensuring staff consistently provide appropriate recommendations.
Which leadership behaviour best demonstrates alignment with Principle 1 during regulatory investigations?
- ADelegating all accountability to external lawyers
- BSuppressing staff cooperation with investigators
- CDelaying responses until pressured legally
- DProviding honest, complete information to regulatorsCorrect
- EMinimising disclosures to protect brand reputation
Why: Principle 1 requires integrity. Providing full and honest information during investigations shows leadership commitment to ethical conduct.
Free, exam-style R01 questions across the syllabus, with an explanation for every answer and a per-topic breakdown at the end. The full 100-question mocks come with Pro.
Start free practiceConsumer Duty — questions answered
What are the four Consumer Duty outcomes?
Products and services, price and value, consumer understanding, and consumer support. They sit beneath the Consumer Duty Principle and three cross-cutting rules: act in good faith, avoid foreseeable harm, and enable customers to pursue their financial objectives.
What is the difference between Consumer Duty and Treating Customers Fairly?
Treating Customers Fairly (TCF) set six consumer outcomes as guiding principles. The Consumer Duty goes further, making good outcomes an enforceable standard that firms must actively deliver, evidence and monitor. R01 examines both.
The other R01 syllabus areas
Independent study material, not affiliated with or endorsed by the Chartered Insurance Institute. Always check the official CII website for the current R01 syllabus, format and fees. The CII sets a nominal pass mark of 65% and adjusts it per sitting.