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Equity release

Every equity release call, checked against the standards you advise to

COSA is AI call compliance for equity release and later-life lending advisers. It reviews every fact find, follow-up and first call against your firm's rules — alternatives, roll-up, protections, independent legal advice and vulnerability — and gives compliance the evidence behind every verdict.
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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.

  1. 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.

  2. 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.

  3. 03

    Decisions that reach the family

    Inheritance, means-tested benefits and family involvement make the conversation itself the best evidence of good advice.

The maths of call sampling

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.

Example equity release rules, their rule types and the calls they apply to
Recording notice read to the clientVerbatimAll calls
Objectives captured in the client's own wordsNon-verbatimFact Find
Alternatives discussed and reasons recordedNon-verbatimFact Find
Effect on means-tested benefits consideredNon-verbatimFact Find
Interest roll-up and compounding explainedNon-verbatimFact Find · Follow-up
Voluntary repayments and early repayment chargesNon-verbatimFact Find · Follow-up
No negative equity guarantee and right to remainNon-verbatimFact Find
Concerns about inheritance handledObjection handlingAll calls
Vulnerability identified and handledVulnerabilityAll calls
Independent legal advice explainedNon-verbatimFact Find · Follow-up
Figures consistent with the illustrationDocument checkFollow-up
The full equity release call checklist

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

Compare Retirement
Call coverage
26% → 100%
QA per flagged call
Minutes
Read the full story of Compare Retirement

From the first call to the client file

New · AI Dialler

Every enquiry followed up, in your firm's words

COSA's AI Dialler calls your equity release enquiries in a calm, natural voice, answers their questions from your approved key facts and Q&As, and books the adviser call straight into the adviser's diary. It never advises, never says anyone qualifies, and every answered call is filed here, in COSA, for review.
  • Lifetime mortgages, roll-up and the no negative equity guarantee explained plainly
  • Concerns like “is this a scam?” and “I'd like to talk to my family first” handled with care
  • Consent, calling hours and do-not-call lists checked before every dial
Meet the AI Dialler
S

Sophie · AI assistant

Calling Margaret Hughes · Equity release enquiry

Recording
  1. Thanks, Margaret. I'm calling about the equity release enquiry you made on Tuesday.
  2. Oh yes. Would I still own my house?
  3. From what I know, yes: you'd keep owning and living in your home. The adviser will go through it properly.
  4. Adviser call booked · Thu 10:30
Filed in COSA Compliance4/4 AI call rules passed

COSA Assistant

“Was independent legal advice recommended?” — answered, cited and playable

Ask about any client's calls and get an answer that cites the passage it came from. Press “Listen to this moment” to hear the recording from there — ideal for file reviews and complaints.
Try the 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

Client Pack

A client's whole history, in one pack

When a file review, complaint or lender asks, export a client's compliance reports, transcripts and summaries as one co-branded pack — ready in minutes, not days.

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

Is COSA used by equity release firms?

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.

Can COSA check calls against the Equity Release Council's standards?

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.

Which calls does COSA review?

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.

How does COSA handle vulnerable customers?

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.

How long does it take to go live?

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.

Do equity release firms have to monitor every call?

The FCA doesn't set a coverage figure. It does expect firms to monitor outcomes, act on what they find and evidence it to the board. With older customers and lifelong products, reviewing every in-scope call is the most robust way to avoid blind spots — and automated first-pass review makes it practical.

What should an equity release fact find evidence?

The customer's objectives in their own words, the alternatives considered, how interest roll-up and the effect on the estate were explained, the product's key protections, any signs of vulnerability and how they were handled, independent legal advice, and a check that the customer understood.

Can AI follow up our equity release enquiries?

Yes, within limits. COSA's AI Dialler calls people who enquired and consented to AI calls, answers general questions from facts your firm has approved, and books a call with an adviser. It never advises or says anyone qualifies: anything that depends on the customer's own circumstances goes to the adviser.

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.

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