Why it matters
For many firms, this presents a number of challenges. These include ensuring that management information is meaningful and outcome-focused, identifying and addressing potential customer harm, evidencing fair value across products and services, and maintaining effective oversight of distribution channels, including Appointed Representatives and third parties.
Firms must also ensure that customer communications are clear, that vulnerable customers are appropriately identified and supported, and that governance frameworks enable effective challenge and continuous improvement.
Failure to meet these expectations can result in increased regulatory scrutiny and reputational damage where poor customer outcomes are identified.
The challenge
Each year, boards are required to produce a Consumer Duty board report that goes beyond technical compliance and provides a clear, evidence-based narrative of how the firm is delivering good outcomes in practice.
This requires firms to bring together both quantitative and qualitative data to demonstrate the effectiveness of their approach.
How We Help: Turning Compliance into Confidence
In practice, this means ensuring:
Proactive governance, with effective oversight and appropriate challenge from senior management
Policies, processes, and behaviours that are fully embedded across the business
Clear and meaningful evidence of progress, supported by robust management information
A comprehensive annual review of customer outcomes, including actions taken in response to identified issues
Formal confirmation that the firm is meeting its obligations under PRIN 12, including the cross-cutting rules and the four Consumer Duty outcomes
Identification of risks where customers, including those with vulnerable characteristics, may not be receiving good outcomes
Alignment between business strategy and the requirements of Principle 12
Why Product Partnerships is the right partner for you
We support firms in embedding Consumer Duty across their products and services, ensuring it is considered throughout the customer journey, from implementation through to ongoing monitoring, reporting, and board oversight.
We begin by assessing your existing Consumer Duty framework, including management information, governance, oversight, and customer experience. From there, we help shape a clear, evidence-based narrative that translates data into meaningful insight, ensuring your board reporting is robust and regulatory-ready.
PPL supports firms from initial implementation through to ongoing monitoring and annual reporting.
We focus on practical delivery, helping you embed Consumer Duty within your governance framework, strengthen oversight, and ensure customer outcomes are consistently met and evidenced.
We support your teams in embedding Consumer Duty into day-to-day operations, helping ensure that good customer outcomes become part of how your business operates. Our focus includes:
Demonstrating fair value across products and services
Clear, effective, and compliant customer communications
Identification, support, and reporting of vulnerable customers
Proactive identification and mitigation of foreseeable harm
Embedding Good Outcomes
We support your teams in embedding Consumer Duty into day-to-day operations, helping ensure that good customer outcomes are delivered across all four FCA outcome areas:
Customer support – Supporting customers throughout the lifecycle, including complaints handling, guidance, and the identification and support of vulnerable customers, while reducing the risk of consumer harm
Customer communications – Ensuring communications are clear, fair, and not misleading, helping customers understand what they are agreeing to at every stage of the journey
Price and value – Assessing whether products and services deliver fair value to customers, considering the balance between cost, benefits, and potential risks
Products and services – Reviewing products and services to ensure they are designed for, and distributed to, the right target markets, with appropriate support throughout the customer lifecycle
Board Pack Preparation
We support firms in preparing board-level materials by analysing management information, reviewing trends and themes, and identifying key areas of risk.
This helps senior management link data, governance, and actions to Consumer Duty outcomes, strengthening reporting and supporting effective board oversight.
Training & Assurance
We deliver training and assurance as part of a broader range of oversight and consultancy services tailored to your business.
This includes thematic reviews, targeted testing, and ongoing oversight activity designed to assess how effectively Consumer Duty is operating in practice. We also provide tailored training across all levels of your organisation, helping teams understand their responsibilities and deliver compliant customer journeys.
Our approach helps firms ensure that Consumer Duty is not only in place, but embedded, effective, and capable of being clearly evidenced.
Taking the next step
If you would like to discuss how we can support your business, get in touch to explore your options.
