CMCOB 3.1 Application

This chapter sets out rules and guidance on financial promotions and communications with customers that relate to regulated claims management activity.

1. (1)

    In accordance with the Consumer Duty, a firm’s financial promotions and communications with its customers should be fair, clear and not misleading.

2. (2)

    The guidance in this chapter is relevant to all stages of a firm’s interaction with its customers: from seeking out and obtaining customers, whether for itself or for another firm; negotiating and entering into contracts with its customers; advising its customers; investigating claims; presenting claims and representing customers; keeping its customers informed of progress; and through to settling a claim, being paid and the relationship with the client coming to an end.