Blog category
What PRIN 2A.9 requires, what the FCA's July 2026 outcomes monitoring review and its 2024 insurance review found, and how to build a framework of defined outcomes, explained tolerances, root cause and action, with call evidence where it fits.
11 min read
The consumer understanding outcome asks firms to equip customers to make properly informed decisions. What PRIN 2A.5 requires on a phone or face-to-face advice call, what the FCA's March 2026 review found, and how to check and evidence understanding on calls.
11 min read
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
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.
4 min read
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
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.
