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COSA
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Platform overview

Everything your compliance team needs from a call

COSA turns each finished call into a transcript, an assessment against your rules, evidence for every verdict and the MI your board asks for — without changing how your advisers work.
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What changes

The difference when every call is reviewed

From the compliance team to the board, the benefits compound once you stop relying on a sample.

  1. 01

    Coverage you can prove

    Every in-scope call is assessed, and every call you exclude is logged with the reason — so there's no blind spot you can't account for.

    Assessed: every in-scope call · Not analysed: each with a reason

  2. 02

    Lower regulatory risk

    Missed disclosures and unhandled vulnerability surface within minutes of the call, not months later in a complaint or a file review.

    Failed rules emailed to the people you choose

  3. 03

    QA in minutes, not hours

    Reviewers go straight to the flagged rules, with the quote and the reasoning, instead of listening to calls end to end.

    Quote · explanation · confidence, for every verdict

  4. 04

    Stronger advice conversations

    Outcomes by adviser and the rules most often missed show exactly where coaching will make a difference.

    Outcomes by adviser · most-missed rules

  5. 05

    Better customer outcomes

    Vulnerable or confused customers are identified while there's still time to follow up and put things right.

    Health · life events · resilience · capability

  6. 06

    Audit-ready by default

    Verdicts, evidence, overrides and reports are kept together — and a client's whole file exports in one pack.

    Client Pack: reports, transcripts, summaries

Capabilities

Transcription

Calls become a searchable record of what was actually said

Finished calls arrive from your dialler automatically, or are uploaded from any system. Each becomes a speaker-labelled transcript with topics mapped to the moment they came up — with spoken amounts shown in pounds.
  • Speaker-labelled transcripts, usually within minutes of the call ending
  • Topics timeline that jumps straight to the quote
  • Each call classified — fact find, follow-up, initial contact — so the right rules run
  • Uncertain calls go to a triage queue for a person to confirm
Call typeFact Find94% confidence

Transcript

  1. 03:18Client

    It's mainly for the roof, and to help the grandchildren a little.

  2. 03:31Adviser

    So home improvements first, then gifting — is that the right order?

  3. 05:26Client

    Honestly, I've not slept properly since my husband passed in March.

Topics timeline

ObjectivesHealthFamilyInterest roll-upNext steps

Your rules

Assessed against the rules your firm is held to

Not a generic template. Your compliance team writes the rules and decides how each is judged — and which call types it applies to.
  • Verbatim — exact wording that must be said
  • Non-verbatim — topics that must be covered, however they're phrased
  • Vulnerability, objection handling and document checks
  • Change a rule and reassess calls when your standards move

Rules

New rule
  • VerbatimRecording disclosure read to the client
  • Non-verbatimInterest roll-up and effect on the estate explained
  • VulnerabilitySigns of vulnerability identified and handled
  • ObjectionsConcerns about inheritance addressed in substance
  • DocumentsFigures discussed match the KFI on file

Evidence

Every verdict shows its working

Each rule gets a verdict, a plain-English explanation, the quoted evidence from the transcript and a confidence score — so a reviewer can check it in seconds and stand behind it.
  • Passed, Needs review or Failed — with the reason
  • The call recording sits beside the results, so a reviewer can listen before signing off
  • Authorised reviewers can override a result; the original verdict is kept

Detailed rule results

9/12 passed
  • Call recording disclosure givenPassed
  • Vulnerability identified and handled2 EvidenceNeeds review

    The client disclosed a recent bereavement. The adviser acknowledged it but continued without checking they were comfortable to proceed or offering to involve a family member.

    I've not slept properly since my husband passed in March.

    Client · 05:26 · Fact Find, 24 Sep 2026

    Confidence
    High
  • Interest roll-up explainedPassed
  • Independent legal advice recommendedFailed

Vulnerability

Vulnerability, caught in context

COSA reads the whole conversation for signs of health, life-event, resilience or capability vulnerability — and assesses whether the adviser noticed and adapted.
  • Bereavement, illness, difficulty understanding, or someone answering for the client
  • Standards that apply to every call — like not rushing or pressuring — always assessed
  • Flags go straight to the review queue
Vulnerability05:26

I've not slept properly since my husband passed in March.

Life event: bereavementHealth
Acknowledged, but the adviser didn't check the client was comfortable to continue.

Alerts

A failed rule reaches the right inbox — nobody has to go looking

Admins set alert triggers by rule type, for every adviser or particular ones. When a rule fails, the people you choose get an email with the rule, the passage from the call, a summary and recommended next steps.
  • Separate triggers for verbatim, non-verbatim, document, vulnerability and objection rules
  • Organisation-wide, or for named advisers
  • Recommended next steps drafted for each failure
  • A link straight to the compliance check
From
COSA
To
compliance@yourfirm.co.uk
Subject
Compliance Alert: Verbatim Rule Failed - Margaret Hughes

Compliance Failure Detected

Agent/Advisor
James Porter
Client
Margaret Hughes
Rule Type
Verbatim
Call Date
24/09/2026

Failed rule: Independent legal advice recommended

Recommended next steps

  1. Contact the client to recommend independent legal advice before anything is signed.
  2. Cover the requirement with the adviser at their next one-to-one.

Summaries & COSA Assistant

Less admin for advisers, instant answers for everyone

Every call gets a summary, key figures and next steps, each marked as quoted from the call or paraphrased. Ask the COSA Assistant anything about a client's calls: every answer cites the passage it came from, and “Listen to this moment” plays the recording from there.
Try the COSA Assistant demo
What has this client been told about interest roll-up?
COSA Assistant

James explained that interest rolls up and is repaid from her estate1, and she put it back in her own words at the end of the call4.

[1]24 Sep 202611:05–11:3194%

Interest rolls up, so the amount you owe grows over time.

Listen to this moment
Call recording11:14 / 32:14

Call summary

Wants £45k for roof repairs and gifting; prefers no monthly payments.

Next steps

  • Send KFI for the drawdown option
    AdviserThu 25 SepFrom the call
  • Speak to daughter before proceeding
    Clientnext weekFrom the call

MI & audit packs

MI your board will read, and a file that's always ready

Compliance rate, outcomes by call type and by adviser, and the rules most often missed — with a table view for every chart. When someone asks for a client's history, export the whole file as one co-branded pack.

Assessments over time

WeekMonth
PassedNeeds reviewFailed

Outcomes by agent

  • James Porter88%
  • Priya Shah81%
  • Tom Fielding72%

client-pack-hughes.zip

14 files · generated 24 Sep 2026

  • compliance/6 reports
  • transcriptions/4 calls
  • summaries/4 summaries

Coverage

Decide what's reviewed — and prove what isn't

Your call-selection policy sets which calls are assessed: direction, minimum and maximum length, answered calls and call types. Everything excluded is still recorded with the reason, so you can always show what your monitoring covered.
How this supports Consumer Duty
Assessed
1,284
every in-scope call
Not analysed
72
each with a reason

Not analysed, last 30 days

Call selection: Active
  • Shorter than your minimum42
  • Voicemail18
  • Not a monitored adviser7
  • Call type not assessed5

Compared

Sampling versus complete oversight

What changes for your compliance team when every call in scope is reviewed, not just the ones there's time to hear.

  • Calls reviewed

    Manual sampling
    A small sample — often well under a quarter of calls
    With COSA
    Every call in scope, with any exclusions logged and explained

  • Time per review

    Manual sampling
    Listening end to end and taking notes
    With COSA
    Minutes — straight to the flagged, quoted moments

  • Consistency

    Manual sampling
    Varies from reviewer to reviewer, and day to day
    With COSA
    Your rules, applied the same way to every call

  • Vulnerability

    Manual sampling
    Spotted only on the calls someone happens to hear
    With COSA
    Looked for on every call, and flagged for review

  • Evidence

    Manual sampling
    Reviewer notes and recollection
    With COSA
    The quote, an explanation and a confidence score for every verdict

  • When issues surface

    Manual sampling
    Weeks later — at file review, or in a complaint
    With COSA
    Usually within minutes of the call ending

  • MI

    Manual sampling
    Assembled by hand from a sample
    With COSA
    Compliance rate by call type and adviser, drawn from every call
The platform's concise, machine-generated meeting summaries save me hours in admin and ensure my sales write-ups, recommendations, and suitability reports are accurate and compliant.

Dennis Kreijns

Director & Senior Equity Release Adviser, Compare Retirement

COSA supports, not replaces, professional compliance review. Findings come with the quote and the reasoning, and the recording is on the same page, so they can be verified before anyone acts on them.

See customer stories

See COSA review your own calls

In a 30-minute walkthrough we'll show you how COSA would assess your calls, what your compliance team would see each morning, and what it would take to go live.

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