Evidence good customer outcomes with confidence
Combine regulatory expertise with operational insight to assess performance, prioritise risks and deliver measurable customer outcomes, built to withstand regulatory scrutiny.
Demonstrating measurable improvements in customer outcomes
Consumer Duty has moved beyond interpretation and implementation. The challenge now is evidencing that firms consistently deliver good customer outcomes, identify emerging risks and act when issues arise.
1. Evidencing good outcomes
Consumer Duty has shifted from interpretation to evidence, yet many firms still rely heavily on activity reporting rather than outcome testing.
- Reviewing the right MI
- Evidencing outcomes rather than activities
- Monitoring frameworks that identify risks early enough
2. Consumer Duty meets AI
As insurers adopt AI enabled processes, Consumer Duty considerations must stay central to design, governance and oversight.
- Fairness and consistency of decision making
- Explainability and transparency
- Conduct risk within digital transformation programmes
3. Your customers are revealing where the risks lie
Complaints, vulnerability indicators, delays and feedback often reveal emerging outcome risks long before formal regulatory intervention.
- Complaint trends and themes
- Vulnerable customer outcomes
- Process friction and customer effort
Six areas we assess to strengthen Consumer Duty outcomes
We help insurers evaluate the key components of an effective Consumer Duty framework, identifying gaps, risks and opportunities for improvement.
Governance and oversight
Assessing whether governance structures provide effective challenge, accountability and oversight of customer outcomes. .
- Board and executive reporting
- Governance forums and escalation routes
- Evidence of review, challenge and decision making
- Consumer duty gap assessments
- Customer journey analysis
- Governance and oversight reviews
Outcomes monitoring and MI
Evaluating whether firms can demonstrate good outcomes through meaningful analysis and outcome testing.
- Outcome monitoring frameworks
- Customer outcome metrics
- Vulnerable customer analysis
- Board and executive reporting enhancements
- MI and dashboard development
Products and services
Reviewing product governance and customer journeys to ensure risks are identified and managed throughout the product lifecycle.
- Target market assessments
- Product governance controls
- Customer journey reviews
Fair value
Assessing whether pricing, fees and product benefits deliver appropriate value for customers.
- Fair value assessments
- Pricing governance
- Customer value analysis
Customer understanding and support
Reviewing whether communications and support arrangements enable informed customer decisions without unnecessary barriers.
- Customer communications
- Vulnerable customer support
- Service accessibility and journey friction
Culture and third party oversight
Assessing whether customer outcomes are embedded across the organisation and partner ecosystem.
- Conduct culture
- Third party governance
- Consumer Duty embedded in operations
- Consumer Duty readiness for transformation programmes
Practical support, matched to where you are today
Our Consumer Duty assessments combine regulatory expertise with deep operational experience, working collaboratively with stakeholders to assess risk and recommend action aligned to your business objectives.
- Consumer Duty gap assessments
- Customer journey analysis
- Governance and oversight reviews
- Outcome monitoring framework design
- Vulnerability reviews
- Board and executive reporting enhancements
- MI and dashboard development
- Fair value assessments
- Consumer Duty readiness for transformation programmes
A Consumer Duty assessment helps ensure regulatory expectations are embedded into transformation initiatives from the outset. By reviewing governance, customer journeys, oversight arrangements and outcome monitoring, organisations can identify risks early and design change programmes that deliver better customer outcomes.
Effective MI is critical to demonstrating good customer outcomes. A Consumer Duty assessment reviews whether firms are measuring the right outcomes, monitoring emerging risks and providing decision-makers with meaningful insight rather than relying solely on activity-based reporting.
Consumer Duty requires firms to understand and respond to the needs of customers in vulnerable circumstances. Our assessment evaluates customer journeys, support processes, communication approaches and monitoring frameworks to ensure vulnerable customers receive appropriate outcomes and support.
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Yes. The assessment reviews governance, customer feedback, complaints data, operational processes and decision-making controls to identify potential conduct risks before they become larger regulatory or customer issues.
Consumer Duty should be treated as an ongoing activity rather than a one-off exercise. Firms should regularly review governance, customer outcomes, MI, product value and customer support arrangements to ensure they remain effective as customer needs, products and regulatory expectations evolve.
Can your Consumer Duty framework stand up to regulatory scrutiny?
Speak to our specialists about a Consumer Duty assessment and discover how we can help you evidence good outcomes, strengthen governance and identify emerging risks before they become regulatory concerns.