When financial service providers act in their customers' interests, it builds confidence in individual providers and the market as a whole.
There is no one-size-fits-all approach to good conduct. We do not intend to be prescriptive or rigid about how licensed businesses and individuals deliver good customer outcomes. What we do expect to see is providers operating in a way that puts customers first.
The FMA’s Guide to our view of conduct states that firms need to aim for good customer outcomes in every decision, disclosure and interaction they make.
We assess and monitor compliance, conduct and competency of market participants. To help understand wider trends in conduct and compliance we publish reviews of particular sectors or areas of interest. To encourage good conduct, we produce guidance to help market participants comply with their obligations and good practice.