Insight
What the Consumer Duty requires, how the four outcomes apply to advice conversations, what your board must sign off each year — and how to build evidence that stands up, call by call.
6 min read
Sampling feels proportionate until you do the maths. How likely a sample is to catch a problem that affects one call in fifty, how big a sample really needs to be, and why reviewing every call first changes the question.
4 min read
The annual board assessment is where Consumer Duty evidence comes together. A practical structure, the call-derived MI that strengthens each section, and how to present it so the board can challenge it.
3 min read
What compliance should hear on every equity release fact find and follow-up — from alternatives and roll-up to independent legal advice and vulnerability — with why each point matters and how to check it.
4 min read
AI assistants can now answer questions about a client's calls in seconds. In a regulated firm, an answer is only useful if you can check it. How retrieval, citations and 'listen to this moment' make that possible.
3 min read
Automated call QA is only as good as the rules you give it. A practical guide to writing rules that are specific, observable and fair — with examples of each rule type and how to test them before you rely on them.
3 min read
A buyer's checklist for compliance and operations leaders evaluating AI call QA — evidence, accuracy, coverage, people, security and cost — with what a good answer sounds like for each.
3 min read
Where AI genuinely helps regulated advice firms — call QA, vulnerability, summaries and document checks — where it doesn't, how the FCA approaches it, and the questions to answer before you rely on it.
4 min read
What AI call monitoring actually does once a call ends, how to tell whether its verdicts can be trusted, and a practical rollout plan for regulated advice firms — without the hype.
5 min read
Most compliance dashboards report activity, not outcomes. Here are the call QA measures that actually evidence the Consumer Duty, how to present them to a board, and the traps that make MI misleading.
3 min read
Equity release advice sits at the sharp end of the Consumer Duty: older customers, lifelong products and close regulatory attention. Here's what good outcome evidence looks like — and how to build it from every advice call.
3 min read
The FCA groups the drivers of vulnerability into health, life events, resilience and capability. Here's how each tends to surface in a real conversation, what good handling sounds like, and how to evidence it.
5 min read
See how COSA reviews every call against your rules — and gives you the Consumer Duty evidence these articles talk about.
