Equity release
Every equity release call, checked against the standards you advise to
Fact Find · Margaret Hughes
32:14- Recording notice readPassed
- Objectives in the client's wordsPassed
- Alternatives discussedPassed
- Interest roll-up explainedPassed
- Vulnerability identified and handledNeeds review
- Independent legal advice explainedFailed
Assessed against your firm's rules · minutes after the call
Why every call
Equity release is where a sample hurts most
A failure on one call in fifty goes completely unseen in a random sample of 25 calls six times in ten. In later-life lending, those are the calls that matter.
- 01
Older customers, more vulnerability
Bereavement, health and reliance on family come up often — and in passing. A sample hears a fraction of those moments.
- 02
Lifelong, compounding products
Roll-up, early repayment charges and the effect on the estate have to be explained on every relevant call, not most of them.
- 03
Decisions that reach the family
Inheritance, means-tested benefits and family involvement make the conversation itself the best evidence of good advice.
What COSA checks
Your advice standards, as rules on every call
An example set for an equity release adviser. Your compliance team writes your own, chooses how each is judged and which calls it applies to.
| What to hear on the call | Rule type | Applies to |
|---|---|---|
| Recording notice read to the client | Verbatim | All calls |
| Objectives captured in the client's own words | Non-verbatim | Fact Find |
| Alternatives discussed and reasons recorded | Non-verbatim | Fact Find |
| Effect on means-tested benefits considered | Non-verbatim | Fact Find |
| Interest roll-up and compounding explained | Non-verbatim | Fact Find · Follow-up |
| Voluntary repayments and early repayment charges | Non-verbatim | Fact Find · Follow-up |
| No negative equity guarantee and right to remain | Non-verbatim | Fact Find |
| Concerns about inheritance handled | Objection handling | All calls |
| Vulnerability identified and handled | Vulnerability | All calls |
| Independent legal advice explained | Non-verbatim | Fact Find · Follow-up |
| Figures consistent with the illustration | Document check | Follow-up |
Customer story · Compare Retirement
Compare Retirement
“With COSA AI, we see the right calls first, evidence Consumer Duty effortlessly, and coach advisers with precision — without slowing the team.”
Dennis Kreijns
Director & Senior Equity Release Adviser, Compare Retirement
The whole client file
COSA Assistant
“Was independent legal advice recommended?” — answered, cited and playable
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.
Interest rolls up, so the amount you owe grows over time.
Listen to this momentClient Pack
A client's whole history, in one pack
client-pack-hughes.zip
14 files · generated 24 Sep 2026
- compliance/6 reports
- transcriptions/4 calls
- summaries/4 summaries
FAQ
Equity release firms ask us
Yes. COSA is used today by equity release and later-life lending advisers, including Compare Retirement, which moved from manually sampling around 26% of calls to oversight of every client interaction.
COSA checks calls against the rules your compliance team writes, so you can encode the standards your advisers follow — independent legal advice, family involvement, roll-up and the product protections explained — and apply each to the call types where it belongs.
Every call that matches your call-selection policy — for example, all fact finds and follow-ups over a minimum length. Calls you exclude are still logged with the reason, so you can show exactly what your monitoring covered.
It reads the whole conversation for signs of health, life-event, resilience or capability vulnerability, assesses whether the adviser noticed and adapted, and sends flags to your review queue with the quote attached.
Most firms are live within two to four weeks: we connect your call source, set up your rules with your compliance lead, and calibrate them on a sample of your own calls before you rely on the results.
Equity release may reduce the value of an estate and can affect entitlement to means-tested benefits. COSA supports, and does not replace, professional compliance review.
See COSA on equity release calls like yours
In a 30-minute walkthrough we'll show you how COSA would assess your fact finds and follow-ups, and what your compliance team would see each morning.
- Tailored to your call types
- No obligation
- Reply within 24 hours