Notice on Fair Treatment of Financial Consumers (Notice No. CE/N-1/2026/1)

The Notice elevates conduct risk from a customer-service matter to a board-level risk discipline: it must be embedded in the enterprise risk framework and subjected to the same assessment, monitoring, mitigation and reporting cycle as credit or market risk. Islamic institutions face an additional layer, with Syariah non-compliance explicitly folded into the risk architecture. For compliance and conduct teams, the practical implications are threefold.

First, governance: formal policies, senior accountability and management information that evidences fair outcomes, not just fair processes. Second, vulnerability management: firms are expected to identify and respond to consumers whose circumstances — health, employment, financial distress — create heightened vulnerability, and to instil fairness, transparency and compassion in frontline dealings. Third, evidence: supervisory engagement will turn on whether conduct risk registers, complaint root-cause analysis, product oversight and remediation logs are demonstrably live and used.

RegCanary recommends an immediate gap assessment against existing Treating Customers Fairly, complaints-handling and product-governance arrangements, a board-approved remediation roadmap ahead of the Q1 2027 effective date, and a vulnerable-customer framework with training, record-keeping and outcome metrics. Firms acting early can turn this into a retention and trust advantage rather than a compliance cost.