– previously i3 Car Finance

Enhancing Consumer Understanding through Digital
A Step towards Fulfilling the Consumer Duty

In recent times, the financial services sector has witnessed significant transformations in response to evolving regulatory requirements aimed at safeguarding consumers. The Financial Conduct Authority (FCA) has taken a proactive stance by introducing the concept of the Consumer Duty, emphasising the need for firms to prioritise consumer well-being. In line with our dedication to this initiative, motorlend has embraced digital technology to develop a user-friendly digital journey that not only helps to meet the requirements of the Consumer Duty but also enhances consumer understanding.


The Role of Digital Journeys in Addressing the Consumer Duty:

The FCA expects firms to incorporate “appropriate friction” into customer journeys to mitigate the risk of harm to consumers. While friction may appear counterintuitive, when strategically employed, it can actually empower customers by fostering consumer understanding. motorlend recognises the pivotal role that digital technology can play in creating a seamless and interactive experience that educates customers about the products and services they are engaging with.

Promoting Consumer Understanding through Interactive Experiences:

One of the most apparent areas where digital journeys can support the implementation of the Consumer Duty is by addressing Consumer Understanding. At motorlend, we have leveraged the power of technology to develop a user-friendly digital journey that goes beyond a mere transactional process. Our interactive experience engages customers through a series of true or false questions, enabling them to assess their understanding of the provided products or services.

In addition to the question-based format, our digital journey incorporates a concise video that explains the various types of finance products available. This visual medium helps simplify complex information, making it more accessible to consumers. By combining interactive elements with educational content, our aim is to empower customers with the knowledge necessary to make informed decisions regarding their financial choices.

Assessing Suitability for Products:

Beyond promoting consumer understanding, our digital journey also assesses the suitability of products for individual customers. By guiding customers through a series of interactive steps, we gather pertinent information about their financial situation and preferences. Through ensuring suitability, we aim to shield consumers from potential harm associated with unsuitable financial products.


The implementation of the Consumer Duty is a critical step towards establishing a fair and transparent financial services industry. At motorlend, we firmly believe that digital technology can be harnessed not only to comply with these regulations, but also to enhance consumer understanding. By developing a user-friendly digital journey that incorporates interactive experiences, educational content, and suitability assessments, we strive to empower our customers to make informed decisions and safeguard their financial well-being. Through our commitment to the Consumer Duty, we aspire to set a new standard in consumer protection and contribute to a more trustworthy financial landscape.

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