Author
What the Consumer Duty's consumer support outcome (PRIN 2A.6) means on the phone: sludge versus appropriate friction, what the FCA's review and its July 2026 smaller-firm examples say, supporting vulnerable clients, and how to evidence support from your calls.
11 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
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.
9 min read
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.
