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UK Consumer Duty scenario testing with simulations

What is UK Consumer Duty?

The FCA’s Consumer Duty requires firms to deliver good outcomes for retail customers, including how they communicate and support customers when things go wrong.

iluminr simulations let teams rehearse the decisions UK Consumer Duty cares about against severe-but-plausible scenarios, and keep a record of who decided what, and when. Run them as Microsimulations, full-scale simulations, or facilitated by our team of experts.

Build a 12-month UK Consumer Duty programOpen in the catalogue

Simulations mapped to UK Consumer Duty

A boardroom at night, illustrating the Green Light: AI Board Governance MicrosimulationAI RiskGreen Light: AI Board GovernanceThis Microsimulation builds your awareness of director accountabilities when a company deploys AI into customer-facing operations. You will be asked to evaluate an AI deployment proposal under commercial pressure, navigate conflicting advice from executives, and test how governance, documentation and disclosure expectations apply when things go wrong. The scenario is based on real-world AI governance and D&O risk patterns faced by organizations across sectors.AI neural network visualization, illustrating the Breached: AI IP Leak MicrosimulationAI RiskBreached: AI IP LeakRespond to a sensitive data leak involving AI-generated content, focusing on incident assessments, situational awareness, and securing communication protocols.Microphones at a press conference, illustrating the CEO Fallout: Racial Comments MicrosimulationConduct & ReputationCEO Fallout: Racial CommentsManage the fallout from controversial racial comments made by the CEO, addressing crisis management, stakeholder communication, and executive safety concerns.Digitally distorted face, illustrating the Deepfake Threat: Cyber Attack MicrosimulationAI RiskDeepfake Threat: Cyber AttackYour organization grapples with an AI-driven cyber-attack, where advanced deepfake technology is being used to generate highly convincing fraudulent communications. This attack triggers a governance breakdown, posing severe risks to the organization’s reputation and operational integrity. --- [EngUS] Your organization grapples with an AI-driven cyber-attack, where advanced deepfake technology is being used to generate highly convincing fraudulent communications. This attack triggers a governance breakdown, posing severe risks to the organization’s reputation and operational integrity.Courtroom, illustrating the Defrauded: Vendor Payments MicrosimulationConduct & ReputationDefrauded: Vendor PaymentsA long-standing vendor highlights non-payment of a significant volume of invoices, flagging an internal fraud situation. Participants are required to review their own roles and responsibilities in conjunction with their organization structure, including policies and anti-fraud compliance frameworks.Courtroom, illustrating the Dirty Loans: Regulatory Breach MicrosimulationConduct & ReputationDirty Loans: Regulatory BreachA public notification by the regulator emanates in the media for your company regarding misconduct in loan origination and management. Your team must respond to compliance, operational and brand and reputation impacts.Courtroom, illustrating the Misrepresented: Product Lawsuit MicrosimulationConduct & ReputationMisrepresented: Product LawsuitA catastrophic product misrepresentation causes significant regulatory, financial and brand pressure.AI neural network visualization, illustrating the Poisoned: Data Corruption MicrosimulationAI RiskPoisoned: Data CorruptionAssess and mitigate the impact of a sophisticated data poisoning cyber-attack that has corrupted critical operational data and disrupted decision-making processes.AI neural network visualization, illustrating the Fairplay: AI Bias in a Critical Service MicrosimulationAI RiskFairplay: AI Bias in a Critical ServiceAddress the fallout from AI-driven bias in critical business services, focusing on managing stakeholder concerns and reassessing operational fairness.Emergency lights at night, illustrating the Digital Deceit: Workplace Threat MicrosimulationAI RiskDigital Deceit: Workplace ThreatA deepfake video falsely depicting the CEO making controversial remarks has been traced back to an employee's corporate laptop credentials. The video is circulating online, causing backlash, and prompting an urgent response to mitigate reputational damage and address the misuse of AI. --- Formerly titled 'Deepfake: Workplace Safety'AI neural network visualization, illustrating the Trained: AI Bias in Hiring MicrosimulationAI RiskTrained: AI Bias in HiringA tech company gets shutdown over AI bias allegations, disrupting global recruitment processes.AI neural network visualization, illustrating the Agent Autonomous: Customer Service MicrosimulationAI RiskAgent Autonomous: Customer ServiceDeveloped to explore the adoption of Agentic AI as part of a severe but plausible threat impacting a Critical Operation.AI neural network visualization, illustrating the AI Lies: Fact vs Fiction MicrosimulationAI RiskAI Lies: Fact vs FictionAI-generated misinformation about your organization spreads faster than you can verify it. Separate fact from fiction, decide what to say publicly, and protect trust while the story is still moving.AI chip connected to glowing data nodes, illustrating the AI Washing: Claims Under Scrutiny MicrosimulationAI RiskAI Washing: Claims Under ScrutinyYour AI claims to investors and customers come under scrutiny. Decide what you can stand behind, and what you correct.

Mapping is indicative. Confirm scope against your own obligations.

Frequently asked questions

What is UK Consumer Duty?

The FCA’s Consumer Duty requires firms to deliver good outcomes for retail customers, including how they communicate and support customers when things go wrong.

How do simulations help with UK Consumer Duty?

Simulations let teams rehearse the decisions UK Consumer Duty cares about against severe-but-plausible scenarios. iluminr keeps a record of who decided what, and when, which you can use as evidence of testing.

Which iluminr simulations map to UK Consumer Duty?

Simulations mapped to UK Consumer Duty include Green Light: AI Board Governance, Breached: AI IP Leak, CEO Fallout: Racial Comments, Deepfake Threat: Cyber Attack, Defrauded: Vendor Payments and Dirty Loans: Regulatory Breach, among others.

Who should take part?

These simulations are most often run with Executive & Board, Risk, Legal and Compliance.

Can I build a 12-month UK Consumer Duty testing program?

Yes. The iluminr program builder suggests a 12-month plan of simulations for UK Consumer Duty. You can add or remove scenarios and export the plan as a PDF for your board.

Can we customize these simulations?

Yes. Run any template as is, tailor the roles, plans, critical services and injects to your organization, or build your own from scratch with the iluminr builder.

Is this mapping legal or compliance advice?

No. The mapping between simulations and UK Consumer Duty is indicative. Confirm scope against your own obligations.

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