Consumer Duty

Many firms treated the first year as a box‑ticking exercise.

But ongoing delivery of Consumer Duty demands more. Boards are expected to show:

• Proactive governance
• Embedded policies and behaviours
• Clear evidence of progress
• Review and Approve firms annual report on customer outcomes, including actions taken in response to those outcomes
• Confirm they are satisfied that the firm is complying with its obligations under PRIN12, the cross-cutting rules, and the four outcomes
• Identify risks where customer and customers with vulnerable characteristics are not receiving good outcomes
• Ensure business strategy aligns with Principle 12

This must all come together in a structured, insightful board report — one that moves beyond technical language and tells a clear story of how your firm is delivering Duty in practice, using both quantitative and qualitative data.

That’s where we come in.

1. Gap Analysis & Narrative Development
We assess your current Consumer Duty framework — including MI, oversight, and customer experience — then help shape a clear, board-ready narrative using real examples, not just raw data.
 
2. Embedding Good Outcomes
We help your teams make Consumer Duty part of daily business, focusing on:

• Fair value in product and pricing
• Clear and effective customer communications
• Support for vulnerable customers
• Identifying and preventing foreseeable harm

We draw on deep sector expertise across retail, finance, motor, and green energy to ensure advice is grounded and actionable.
 
3. Board Pack Preparation
We develop board-level materials that connect your data, governance and actions directly to Duty outcomes — giving senior teams confidence in the report and the regulator confidence in your delivery.
 
4. Training & Assurance
We provide tailored training to all levels of your business, from senior executives to frontline staff, alongside assurance reviews and mystery shopping to test and evidence delivery in real terms.