The retail environment has never been more dynamic; understanding how to best serve your customers is pivotal.
Rising customer expectations, economic uncertainty, and tighter regulatory oversight all combine to create a landscape that can be challenging but rewards those willing to adapt.
One of the most significant developments shaping this landscape is the FCA's Consumer Duty principle It's not just a compliance requirement; it's a chance for you as retailers to build trust, strengthen customer relationships, and differentiate your offering with a clear, customer-first finance journey.
At V12 Retail Finance, we partner with retailers across thousands of UK locations to make this a reality. We don't just offer retail finance, we help you deliver it in a way that is transparent, responsible and fully aligned with Consumer Duty obligations.
This blog discusses the relevance of consumer duty and how it impacts both your business and your customers. It will also look at how partnering with V12 Retail Finance can strengthen your customer relationships and ensure regulatory compliance.
What is consumer duty?
You'll almost definitely know by now that it's a set of regulatory principles introduced by the Financial Conduct Authority (FCA) to ensure high standards of consumer protection across financial services are met, requiring firms to put their customers' needs first. If it's not already second nature, as a reminder it focuses on four key outcomes:
• Products and services must meet the needs of target customers
• Product pricing and benefits must represent fair value
• Communications must be clear, fair and not misleading
• Customer support must be accessible and effective
For retailers offering finance, this regulation changed the game. It's no longer enough to simply provide credit; you must ensure the full customer journey is compliant, supportive, and built around positive outcomes.
This is how we help.
How V12 Retail Finance supports retailers with compliance
At V12 Retail Finance, we understand the importance of remaining compliant whilst constantly striving to provide seamless customer experiences.
That's why we take a proactive partnership approach, working closely with our partners to provide everything they need to meet and exceed consumer duty requirements.
We'll help you stay ahead by offering:
Expertise that supports you every step of the way
Our Specialist Introducer Oversight Team provides tailored support, expert knowledge and guidance to help your team understand and implement regulatory best practices. From onboarding to annual reviews, we're with you for the long haul.
Transparent processes and materials
From marketing assets to our finance application, we ensure everything your customer sees is crystal clear. We support you in using the right language, setting the right expectations, and creating communications that empower informed decisions.
Expert knowledge for your teams
We deliver expert knowledge tailored to your business and product mix. Whether it's helping front-line staff understand how to explain finance options clearly or equipping managers with compliance insights, our training is built to add value, not just tick boxes.
Real-time feedback and ongoing reviews
Our account management teams work closely with you to review performance, identify compliance gaps and make improvements. We don't wait for problems; we help you prevent them.
The business case: Consumer duty remains an opportunity, not a burden
When done well, compliance builds trust. And trust builds loyalty.
Offering finance in a compliant, transparent way doesn't just protect your business; it strengthens your brand, increases conversion, and drives repeat purchases. With V12, you can deliver financial products that are easy for customers to understand and even easier to trust.
And in today's market, that's a competitive advantage.
A trusted partner to help you grow responsibly
At V12 Retail Finance, we don't just enable finance, we elevate it.
Our systems are built in-house for speed, our processes are designed with the customer in mind, and our teams are here to support yours.
Our long-standing retail partnerships are built on a shared goal: to grow responsibly, sustainably, and with full confidence in compliance.
Whether you're new to finance or looking to improve your current offering, V12 Retail Finance can help you deliver a service that ticks all the regulatory boxes, without compromising on customer experience.
Ready to join the V12 revolution?
Look after your business and your customers with V12 Retail Finance.