Technology spending drives consumer duty investment

Technology spending drives consumer duty investment

  • DateMay 31, 2023
  • CategoryNews
  • CategoryTechnology

Our latest research* shows that spending on new technology is the biggest driver of increased investment by adviser firms ahead of the implementation of Consumer Duty rules, which will come into effect from 31st July 2023.

The study found that more than three out of four (76%) of firms have seen their costs rise as they prepare for the new rules, which aim to increase consumer protection and promote fair practices in the financial services market.

The increased investment in their businesses comes from a combination of one-off and ongoing costs, with 69% estimating that they are facing one-off costs, while 72% say the rise in costs will be permanent. Just one in six (16%) say that preparing for the implementation of Consumer Duty has had no impact on their cost base, while one in 12 (8%) were unclear about the financial impact on their businesses.

Investment in technology has had the biggest impact on costs – 67% highlighted spending on technology, while more than half (55%) say they have spent on improving their existing data. Just over one in three (34%) say they have invested in recruiting staff, while 38% have spent on segmenting customer databases.

There are some concerns that partner firms are not as well-advanced in preparing for Consumer Duty – around 38% say they are concerned about the issue. However, 59% are confident that partners are well-prepared.

The study asked advisers what the impact of Consumer Duty on charging will be, given that the Financial Conduct Authority’s expectation is that firms should provide fair value. Around a third (34%) of those questioned said advisers already offer fair value.

More hybrid charging is seen as the most likely outcome, with 58% of firms saying Consumer Duty will mean a range of charges for different services, while 56% expect it will lead to advisers revising fee structures. Just 43% believe it will lead to greater transparency.

Our Managing Director, Craig Cheyne, said: “Our study shows that adviser firms have invested heavily in preparation for Consumer Duty, underlining the commitment to its success from the industry.

“Clients are demanding increased use of technology, and that is reflected in the study, which shows that is the area which firms are addressing ahead of improvements to data.

“We are focused on delivering transparent service in a timely manner and have been investing in innovative technology to meet the demand from advisers and their clients.”

Our growth strategy is driven by technology-enabled products and solutions as we continue to deliver innovation in the SIPP market following significant investment in technology.

We offer a full range of SIPP services through the adviser market with our range of SIPPs, including the Adviser SIPP, Platform SIPP, USA SIPP, and our Irish Transfer service.


* iPensions Group commissioned independent research company PureProfile to survey 100 advisers focused on pensions during April 2023 using an online methodology




The content of this article is for general information purposes only and should not be construed as legal, financial or taxation advice. You should not rely on the information contained in this article as legal, financial or taxation advice. The content of this article is based on information currently available to us, and the current laws in force in the UK. The content does not take account of individual circumstances and may not reflect recent changes in the law since the date it was created. It is essential that detailed financial and tax advice should be sought (as well as legal advice where required) in both the UK and any jurisdiction where you are resident.

iPensions Group Limited is authorised and regulated by the Financial Conduct Authority, Licence Number 464521.