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Renew or regret: What the new Consumer Duty means for membership renewals and CRM

  • Blog
  • 13 October '25
  • 5 mins
  • Steven Madden

Please note our content disclaimer in relation to blog posts.

Membership renewals are under unprecedented scrutiny. From tighter consumer-protection rules to stronger enforcement powers for regulators, the way organisations manage subscriptions is changing fast. What was once a back-office process is now a legal and reputational risk, but also a chance to build more trust with members.

The Digital Markets, Competition and Consumers Act 2024 (DMCC Act) introduces a new subscription-contract regime (covering reminder notices, renewal cooling-off rights, and “easy exit” cancellation). These specific subscription rules are not yet in force and are currently expected to take effect no earlier than spring 2026, following government consultation on implementation. Now is the time to prepare your CRM and renewal workflows so you’re ready on day one.

The law today: CMA enforcement is already live

With the Competition and Markets Authority’s (CMA) enhanced powers in force since April 2025, membership organisations can already face investigations, mandatory corrective actions, reputational damage through public announcements, and significant financial penalties – up to 10% of global annual turnover or £300,000 (whichever is greater) – if renewal journeys or disclosures mislead consumers or fall short of existing consumer-law standards. Your CRM should already support transparent, automated, and auditable renewal processes.

The law tomorrow: What the DMCC Act will require

The DMCC Act creates a new subscription-contract regime that will cover automatic membership renewals and other automatically recurring payments. It introduces requirements such as:

  • Sending clear pre-renewal reminders before any payment is taken
  • Informing members of the renewal amount
  • Providing the payment date
  • Highlighting any price changes since the last renewal
  • Confirming the next renewal date
  • Explaining how to cancel easily to avoid being charged

These obligations are not yet in force. Government consultation closed in February 2025, and the regime is currently expected to commence no earlier than spring 2026.

Now is the time to ensure your CRM can support these requirements so you’re compliant today under existing consumer law and ready for the upcoming regime in 2026.

How the Cantarus CRM Membership App supports the DMCC rules

At Cantarus, we’ve built a solution that helps you stay compliant with today’s consumer-law requirements and prepares you for the upcoming DMCC subscription rules – turning compliance into a competitive advantage.

1) Automated renewal communications

  • Fully configurable pre-renewal email/SMS sequences
  • Automated from data stored in the membership record (type, payment method, end date)
  • Schedules that can be aligned with the DMCC Act’s forthcoming requirements


2) Advanced rules & segmentation

  • Target audience segments (e.g. members paying via Direct Debit)
  • Support for product-specific messaging and dynamic content
  • Automated delivery, no manual admin required

3) Built for membership complexity & auditability

  • Multiple payment types: Direct Debit, credit/debit cards, continuous payment authority
  • Automated status changes after renewal or missed payments
  • Every communication logged and trackable
  • Real-time reporting on renewals, cancellations, payments, and interactions

From box-ticking to business value

Compliance isn’t just a legal obligation – it’s an opportunity to build trust and increase the value of your membership proposition.

The Cantarus CRM Membership App helps you by:

  • Growing your membership base
  • Improving engagement
  • Delivering personalised, timely experiences that members appreciate


Customer results include:

  • Streamlined operations
  • Reduced manual workload
  • Increased renewal rates
  • Enhanced member satisfaction


Is your CRM ready for both today and tomorrow?

If your current CRM can’t deliver automated renewal journeys, or you’re unsure whether it can be configured to meet the DMCC Act’s upcoming subscription rules, now is the time to act.

The CMA has made it clear: enforcement is live, and ignorance is no defence.

The Cantarus CRM Membership App provides consumer compliance peace of mind today and DMCC Act future-proof flexibility for tomorrow, so you can focus on your mission, not on manual processes or regulatory risk.

Disclaimer: This blog is provided for general information purposes only and does not constitute legal advice. While every effort has been made to ensure the information is accurate as of September 2025, legislation and guidance may change. Organisations should seek independent legal advice to confirm their specific compliance obligations.

Information Reference Sources:

Is your CRM ready for the new Consumer Duty?

Act now to safeguard your renewals. Schedule a discovery call with our Dynamics 365 experts today.

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