BVRLA Consumer Duty Training Programme

With the Consumer Duty rules now in force, the new 5-Step Programme will provide additional practical insight and guidance around all aspects of compliance within the new regulatory framework. As the Duty is outcomes focussed, the workshop offers the chance to gain further clarity and understanding of its requirements and is a perfect opportunity to help prepare for your ongoing audit, monitoring and reporting obligations.

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Who should attend?

Compliance Managers, Operations & Sales Managers, Senior Team Leaders, and anyone involved with or responsible for the monitoring, analysing and reporting of customer outcomes.

Programme Overview

Step 1: Complete the Consumer Duty Checklist - Created by our Compliance team so we can ensure the Programme is bespoke to your needs as a business. 

Step 2: Do the BVRLA's specialised e-Learning module - Learn comprehensive background information on Consumer Duty. 

Step 3: Attend a BVRLA online training session - Run by our Compliance Expert – engage with the change  

Step 4:  Fill out the BVRLA Consumer Duty Self Assessment - Your opportunity post-course to reflect on any gaps in your knowledge before our last session. 

Step 5: Attend a BVRLA Q&A session, run by our Compliance team focusing on how Consumer Duty has changed the Inspection Programme – Gain insight and have your questions answered.

Course Content

  • High level and practical review of the core elements of the Consumer Duty
  • Defining “Good Outcomes” at all stages of the product life cycle and dealing with situations where customers do not achieve good outcomes.
  • Examination of the key Consumer Duty inspection areas involved in this year’s audit.
  • Types of data you are gathering or could gather as part of your ongoing monitoring of customer outcomes and to prepare the first Duty Board Report.
  • Monitoring outcomes for customers with characteristics of vulnerability
  • “Keep it Going” – Additional resources available to provide continuing consumer duty insight & support

Learning Outcomes

  • A chance to reflect on how the 4 core Consumer Duty elements have been embedded and integrated into your business and the impact this has had on your processes, staff and customer experience
  • An opportunity to explore and provide practical and relevant examples of good customer outcomes throughout your product life cycle and customer journey
  • Help you to focus on what you need to do regarding your ongoing monitoring & reporting obligations under the new duty (Including preparation for your Board Report assessment and BVRLA Audit)
  • Increase your confidence that your business can successfully achieve compliance within the obligations set out within the Consumer Duty framework


Andy Rayner is a Senior Trainer, Facilitor, Course Designer and Certfified Coach with a dynamic, passionate and flexible approach to life and work. With a proven track record of working with large corporate organisations such as Ford, Leaseplan UK Ltd and Toyota Financial Services to name a few, Andy's experience in the motor industry is second to none.

Andy has a strong passion and knowledge for ensuring businesses are compliant and doing the most for their customers through designing and delivering engaging and commerically fosused learning. Deleivering training to thousands of learners, his experience is a fantastic asst to the BVRLA Training Team.


This course is made up of 5 steps. Steps 1, 2 and 4 are made up of self-study which will take approximately 1 1/2 hours. Steps 3 and 5 are interactive webinar sessions, Step 3 lasting 3 hours and Step 5 lasting 1 hour. 

Dates and Locations

Please use the drop down menu on the right hand side of this page to see the dates that are currently available. 

All courses are now held via an interactive online tool. Details of which will be sent when booking has been confirmed.  


*Book your spaces 2 weeks or more in advance of the course date and receive a £100 discount on the course fee*

Contact [email protected] to book using this Early Booker Discount

Instructor-led Online Price  

Member Fee £299 + VAT (Full Price £399 + VAT less than 2 weeks before the course date)

Non-Member Fee £399 + VAT (Full Price £499 + VAT less than 2 weeks before the course date)

Delegates must also have an active BVRLA | Essentials Package in order to access the relevant e-Learning module.


Have you thought about this course 'Driven by You'?

This course, alongside our whole course portfolio, can be 'Driven by You' exclusively for your business. Visit our BVRLA Driven by You page find out more.



Cancellation Policy 
Requests for cancellation of a training course booking must be received in writing via email to [email protected] for the attention of the Learning and Development Professional. Requests for cancellation received more than 30 days prior to the course start date incur an administrative charge for the processing of the refund at the rate of 25% of the course fee. Requests for cancellation received more 15-30 days prior to the course start date incur an administrative charge for the processing of the refund at the rate of 50% of the course fee. There is no refund on cancellations made 14 days or less prior to the course start date as there is an impact on other delegates who have booked to attend and could result in the course being cancelled overall.

Postponement of attendance from one course to a later course can be requested in writing as per the cancellations policy above to training Requests to postpone more than 30 days prior to the course start date will incur an administration charge of £35 + VAT. Requests to postpone more 15-30 days prior to the course will incur an administration charge of £70 + VAT. Requests to postpone 14 days or less prior to the course will be treated as a cancellation, with no refund payable.

You can request the substitution of a delegate for another in writing as per the cancellations policy above to [email protected]. There is no charge for this. Requests for substitution must be made no later than one business day prior to the scheduled course start date.