Outcomes Testing

Firms need to be able to demonstrate good consumer outcomes. Speak to us about how you can do this.

As a regulated firm how do you ensure that staff understand and respond to your customers’ needs?

How do you prioritise good consumer outcomes?

We work with our clients to help them maintain a company-wide focus on consumer outcomes so their customers are able to act, make decisions in their interests and get fair value.

The FCA have stated that they want to protect users from firms that engage in harmful behaviour and that regulated firms should understand and respond to their customers’ needs to prioritise good consumer outcomes. The FCA wants consumers to be put first.

To do this firms need to be able to demonstrate that they are avoiding consumer harm and that consumers are receiving positive outcomes.

We have expert knowledge of the market, the regulatory requirements, how they apply and from our experience we know that many firms worry about how they can practically work to ensure that positive outcomes with the recent shift of regulatory focus.

Questions that arise are:

  • What exactly do we have to do to ensure that consumers have clear information that helps them make effective choices and take responsibility for those choices?
  • Are we doing too much or not enough?
  • How do we prove that our customers are receiving positive outcomes?
  • How much time should we spend on it?

We work with our clients to provide solutions that are specifically designed to suit them and meet regulatory expectations. We personally do not believe in the one size first all or tick box approach.

Here are just a few of the services that we can provide:

  • Outcomes testing and benchmarking
  • Benchmarking against regulatory requirements
  • Risk management including conduct risk review
  • Customer harm review
  • Customer experience review
  • Appointed Representative audit
  • Board review and workshops
  • Senior Managers challenge sessions and workshops
  • Best practice vulnerable customers sessions
  • Complaints handling process review
  • TCF/Vulnerable customers/Customers’ best interests review

Preparing your Consumer Duty Board Report by 31st July 2024 - How can the Create Solutions team help?