Bitesize session: Your Outcomes Monitoring Framework – Would it Stand Up to Muster?  


In the military, “passing muster” means meeting the required standards during an inspection. Similarly, the FCA’s recent publication ‘Multi-Firm Review of Outcomes Monitoring under the Consumer Duty’ outlines the standards firms must meet. It is important that firms are able to evidence that they have an effective Outcomes Monitoring Framework in place. The FCA could ask you about yours.

In this session we will:

  • Understand the FCA Findings: We will delve into the FCA’s findings, providing both their perspective and our expert view.
  • Have a look at Good and Poor Practices: Learn from real-world examples.
  • A look at the main components of a Monitoring Framework and responsibilities : Ensure you know what should be included in your outcomes monitoring framework to pass any regulatory “inspection.”
  • Interactive Q&A: Get answers to your specific questions about outcomes monitoring and the Consumer Duty.

Who Should Attend:

Board Member, Senior Managers, Compliance and Risk staff, Audit and Quality Assurance staff, Training and Customer Service Staff, and anyone responsible for delivering good outcomes to customers.

Why Attend?

Firms must regularly assess, test, understand, and evidence the outcomes their customers receive.  This session will provide you with the tools and knowledge to help ensure your outcomes monitoring is robust and meets FCA expectations. It will also be a refresher, chance to take stock on what you are currently doing and get hints and tips for improvements.

If you have any questions in advance

If you have any specific questions, you would like us to address during the session, please email them to Claire at in advance.

Cost: There is no charge for this session for Create Solutions clients.

Please ensure you pass this invite onto the right people within your organisation.

To book please contact – giving the names and email addresses of those you want to book on the session (3 places free) per firm .

The session will be held via Zoom and details will be sent to delegates in advance of the session.







Jul 10 2024


10:00 am - 11:00 am

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