Strengthening Consumer Duty oversight and outcomes

The Consumer Duty is a core part of how the FCA regulates financial services firms. The challenge for firms today is no longer about the implementation but about demonstrating that customers are receiving good outcomes in practice and evidencing that governance, management information and Board oversight can withstand FCA scrutiny.

TCC provides an independent assessment of your Consumer Duty framework, helping you identify gaps, challenge assumptions and strengthen the evidence supporting customer outcomes.

Whether you need assurance over Board reporting, outcome monitoring or your wider governance framework, we help firms move beyond process and focus on what matters: delivering and evidencing good customer outcomes.

Our expertise

Consumer Duty assurance reviews
An independent review of your Consumer Duty framework, governance arrangements, management information and oversight processes. We assess whether customer outcomes are being effectively monitored, challenged and evidenced across the business.

Board reporting and annual assessment 
Boards are increasingly expected to demonstrate meaningful challenge and clear accountability for customer outcomes, as outlined in the FCA’s review. We help firms strengthen Board reports, annual assessments and management information so reporting is evidence-based, insightful and defensible.

Customer outcome testing
Good outcomes cannot be assumed. We help firms assess whether products, services, communications and customer support arrangements are delivering the outcomes expected under the Consumer Duty and identify opportunities for improvement.

Consumer Duty maturity assessments 
As FCA expectations continue to evolve, we help firms benchmark their Consumer Duty approach, identify emerging risks and strengthen governance, accountability and oversight.

Why TCC

Regulatory expertise 
Our specialists combine deep regulatory knowledge with practical industry experience to help firms interpret expectations and apply them effectively in practice.

Evidence-based assurance
The FCA increasingly expects firms to demonstrate outcomes, not simply describe policies and controls. We help you build the evidence, assurance and challenge needed to support regulatory confidence.

Pragmatic and commercially grounded  
Our recommendations are proportionate, practical and aligned to your business objectives, helping you strengthen oversight without creating unnecessary complexity.

Build for the long term  
Consumer Duty is an ongoing responsibility. We help firms create sustainable frameworks that support continuous improvement and evolving regulatory expectations.

Supporting firms across key Consumer Duty priorities

We help firms strengthen:

• • Consumer Duty Board reports
  • Annual assessments
  • Outcome monitoring frameworks
  • Fair value assessments
  • Consumer understanding reviews
  • Consumer support assessments
  • Product and service governance
  • Vulnerable customer oversight
  • Management information and dashboards
  • Distribution and third-party oversight

Technology-enabled outcomes oversight
Through our partnership with Recordsure, we help firms strengthen Consumer Duty oversight using AI-powered analysis of customer interactions. By combining TCC’s regulatory expertise with Recordsure’s technology, firms can gain deeper insight into customer outcomes, identify emerging risks earlier and build stronger evidence to support governance, assurance and Board reporting.

Here is all you need to know about the FCA’s Consumer Duty and best practice to strengthen outcomes, oversight and governance. 

Frequently asked questions

What is a Consumer Duty assurance and outcomes review?
TCC’s Consumer Duty assurance and outcomes review provides an independent assessment of how effectively a firm is delivering, monitoring and evidencing good customer outcomes. It typically covers governance, management information, Board oversight and outcome monitoring.

Why are Consumer Duty outcomes important?
The FCA has made clear that firms must be able to demonstrate how customers are receiving good outcomes in practice. Strong governance, effective monitoring and meaningful Board challenge are central to meeting those expectations. The core outcomes framework are products and services, price and value, consumer understanding and consumer support. 

How can TCC help? 
We provide independent assurance reviews, Board reporting support, customer outcomes testing and governance assessments to help firms strengthen oversight and demonstrate that outcomes stand up to scrutiny. Here is our guide to Consumer Duty: best practice for strengthening outcomes, oversight and governance.

Demonstrate Consumer Duty outcomes with confidence

Whether you need independent assurance, support with Board reporting or a review of your customer outcome framework, our specialists can help.

Speak to our Consumer Duty experts today.