Your Essential Guide to developing Outcome testing frameworks (with focus on your Quality Assurance and Monitoring activities)  

A key part of the FCA’s Consumer Duty (‘the Duty’) requires firms to assess, test, understand and evidence the outcomes their customers are receiving.

Firms will also need to identify where customers or groups of customers are not getting good outcomes and understand why. Further, firms will need to have processes in place to adapt and change products and services, or policies and practices.

This third webinar in the series will cover how your firm’s Quality Control activities:

1. can meet regulatory expectations under the Duty;
2. show that outcomes are being met as per the Duty; and
3. can deliver tangible business efficiencies.

Quality Control is an essential tool for any firm wanting to:

• Achieve and maintaining high standards.
• Avoid complaints.
• Reduce the risk of Professional indemnity Claims.
• Reduce inefficiencies in the business.
• Deliver your Consumer Outcomes.
• Improve Staff performance.
• Meet regulatory requirements.

The content of this session will include:

• Expectations under the Duty: file checking and monitoring activities (the do’s, don’ts and what your firm should consider).
• Governance and your Framework.
• What to check, how often – applying a risk-based approach.
• Improving staff competency.
• Methods in use.
• Getting the most from your firm’s investment in Quality Control.

To book contact: email Deborah@createsolutions.co.uk or phone 0161 870 6637. The session will be held via Zoom and details will be sent to delegates in advance of the session.