For FCA-regulated firms facing supervisory attention on Consumer Duty. Integrated StandardsLabs, ServiceLabs, and DecisionLabs engagement producing evidenced good outcomes documentation. Applies to firms whose consumer-facing operations are under sustained FCA scrutiny for the four Consumer Duty outcomes.
Four Consumer Duty outcomes addressed as one integrated engagement.
Products and services outcome. Product governance review against Consumer Duty expectations. Target market documentation. Fair value assessment methodology. Vulnerable customer product suitability review.
Price and value outcome. Fair value assessment framework built. Ongoing fair value monitoring architecture. Documentation supporting fair value defensibility under supervisory scrutiny.
Consumer understanding outcome. Customer communication review across product literature, sales conversations, service touchpoints, and digital experience. Behavioural evidence for consumer comprehension. Vulnerable customer communication adaptation.
Consumer support outcome. Support journey review across service channels. Complaints handling to ISO 10002 alignment. Vulnerable customer support protocols. Ombudsman-ready evidence trail. AI-driven support governance where AI is deployed in consumer decisions.
Owns the Consumer Duty framework. FCA-adjacent regulatory readiness. ISO 10002 complaints alignment.
Service and support operational discipline. Complaints handling. Vulnerable customer protocols. Voice of Customer.
Applied behavioural evidence supporting consumer understanding and vulnerable customer outcomes.
Month 1: Assessment. Current state assessment across the four Consumer Duty outcomes. Existing documentation and evidence trail reviewed. Gap map produced against FCA supervisory expectations.
Months 2 to 4: Framework build. The four outcome frameworks built. Fair value methodology. Consumer understanding evidence. Support journey mapping. Vulnerable customer protocols. Behavioural evidence integration.
Months 4 to 5: Implementation. Framework embedded in operational processes. Monitoring and evidence trail established. Staff training and operational discipline.
Month 6: Consolidation. First-cycle evidence review. FCA supervisory readiness assessment. Ongoing operational rhythm confirmed. Optional transition into surveillance retainer.
The engagement produces the evidenced good outcomes documentation Consumer Duty supervision requires. Where the firm was previously producing policy statements and aspirational commitments, the engagement produces operational evidence of good outcomes across the four Consumer Duty domains.
The engagement integrates with existing ISO frameworks where applicable. ISO 10002 complaints handling, ISO 27001 information security, and ISO 42001 AI governance all connect operationally to Consumer Duty defensibility.
The engagement is frequently paired with ISO 42001 certification. For firms deploying AI in consumer decisions, the two engagements complement each other: ISO 42001 provides the AI governance framework; Consumer Duty Readiness provides the FCA-specific consumer outcome framework.
Financial Services. The primary sector for this engagement. Retail banks, insurers, wealth managers, consumer credit providers, and any FCA-regulated firm with consumer-facing operations.
Adjacent regulated sectors. Energy, telecoms, and other regulated consumer-facing categories facing sector-specific consumer outcome expectations that borrow structurally from the Consumer Duty framework.
Frequently paired with Consumer Duty for firms deploying AI in consumer decisions.
Provides the applied behavioural evidence supporting consumer understanding and vulnerable customer outcomes.
ISO 27001 + ISO 42001 + Cyber Essentials. Complements Consumer Duty for firms with wider standards obligations.
Thirty minutes on a discovery call. Structured against your specific commercial pressure. No obligation past the call itself.
Book a discovery call