Management information
Review the measures, source data and explanations used in reporting. Identify where an overall figure may conceal a problem affecting a particular group of customers.
FCA REGULATORY CHALLENGES
Consumer Duty
Identify gaps in customer outcomes reporting and the action taken in response.
THE BUSINESS ISSUE
Customer outcomes need more than a policy review
A board report can describe the work a firm has done without showing whether customers are better served. Complaints, service data and product reviews need to be examined together, including differences between customer groups. Otherwise, poor outcomes can persist while the overall figures look acceptable.
How CoSure can help
CoSure helps your team examine the information behind its Consumer Duty reporting, identify what is missing and organise the changes needed to improve monitoring and follow-up.
What the engagement can deliver
You receive a review of the information available for the products and customer groups in scope, a record of reporting gaps and an action plan for management.
Discuss your requirementsManage this work in Lexa AITHE WORK WE REVIEW
Customer outcomes reporting and follow-up
Complaints and customer support
Examine how complaints and service issues feed into product and process reviews, and how recurring problems are assigned for action.
Action taken
Review how decisions are recorded, how improvements are followed through and how the firm assesses whether they have addressed the original problem.
The proposal confirms the activities, records and teams covered, together with any specialist input required. Your firm reviews the findings and approves the response.
OTHER AREAS