TCC Group

  • Cancel

TCC Group

  • Cancel

Explore

  • Services
  • RegTech
  • Insights
    • Case studies
    • Consumer Duty
    • Regulatory change
    • Advice & suitability
    • DB transfers
  • About us
    • Why TCC Group
    • Meet the team
    • Awards
    • Our news
  • Work for us
    • Job Board
  • Contact
  • Solutions
  • 020 3772 7230
  • Email
  • connect
  • follow

Latest Insights

Money Marketing: Ongoing advice still on the regulator’s radar

Motor finance: is your firm ready for what's ahead?

FCA champions AI use anchored in regulatory compliance

The FCA’s multi-firm review flags gaps in support for vulnerable customers

TCC Group acquires Momenta Group to expand compliance and resourcing solutions for regulated industries

TCC April roundup | FCA ongoing advice review: key findings and remaining risks

TCC Group

Intelligent compliance for outcomes that matter

  • Search
  • Explore
  • Services
  • RegTech
  • Insights
  • About
  • Work for us
  • Contact

Managed services

  • Suitability reviews
  • Redress calculations
  • Complaint handling
  • Paraplanning support

Advisory services

  • Consumer Duty compliance
  • Equity release advice
  • Regulatory due diligence
  • Appointed Representatives
  • Section 166 skilled person reviews
  • Ongoing compliance support
  • Regulatory change

Specialist resourcing

  • Resourcing and recruitment solutions
  • Resourcing specialisms
  • Becoming a TCC Associate

Can't find what you're looking for?

Contact us

Sectors

  • Custom Page Dev
  • Meet Our Team
  • Culture services
  • Advisory services
  • Managed services
  • Download – FCA Business Plan Lunch & Learn
  • Download – The future of wealth management video
  • Download – diversity & inclusion podcast series
  • Download – How to assess your culture video
  • Download – Culture eBook
  • One step closer to truly understanding your culture…
  • Coronavirus updates: thanks for signing up!
  • Thanks for downloading
  • Quick guide: what’s on the regulatory agenda in 2020?
  • Solutions
  • About us
  • Sitemap
  • Strategic resourcing partner
  • Full service list
  • Privacy Statements
  • Insights
  • Privacy Statement: TCC Associates
  • InfoSec guidance for SMCR PRO users
  • Privacy Statement: TCC Employees
  • Privacy Statement: Visitors & Clients (Website and Office)
  • RegTech
  • Connect with us
  • Copyright Statement
  • Subscribe
  • Thanks for subscribing!
  • Intelligent compliance for outcomes that matter
  • Work for us
Transforming clients' culture and conduct risk in governance, regulation and compliance.

Insights

  • Insights
  • Case studies
  • Consumer Duty
  • Customers & vulnerability
  • DB transfers
  • Advice & suitability
  • View all insights

Subscribe to receive regulatory news and insights

Lastest Insights

Why it's time to rethink your approach to ongoing advice services

Money Marketing: Ongoing advice still on the regulator’s radar

Motor finance: is your firm ready for what's ahead?

Part 4: Aligning strategy and practice to support vulnerable customers

Part 3: Creating safe environments and evidencing support for vulnerable customers

Part 2: How to embed and evidence your vulnerability strategy

Work for us

Contractors

  • Jobs
  • Becoming a TCC Associate

Permanent

  • Jobs
  • Becoming a TCC Employee
  • Visit Specialist resourcing

Lastest Jobs

Permanent

Head of Compliance Monitoring
£100,000 plus bonus

Contract

Trade Support Senior Administrator

Contract

File Reviewer
£250 per day (via umbrella)

Contract

Pensions Business Analyst
£500-£550 per day via umbrella - Inside IR35

About us

  • Why TCC Group
  • Culture
  • Meet the team
  • Awards
  • Our news
We connect the dots between culture, compliance and commercial outcomes, providing your business with long-term sustainability.
02/12/17

Case study: Improving compliance monitoring with conduct risk reviews

Our client saw increased customer satisfaction as a result of an improved customer journey.

Filter by —

  • Content
    • Case studies
    • Webinars & podcasts
    • Analysis & perspectives
    • How-to guides
    • Press releases
    • TCC in the media
  • Sector
    • Motor finance
    • Investment management
    • Retail investment
    • General insurance & protection
    • Retail banking
    • Retail lending
    • Pensions & retirement income
  • Topic
    • Motor finance regulations
    • Consumer Duty
    • AML / KYC / CDD
    • Coronavirus
    • Regulatory change
    • DB transfers
    • SMCR & accountability
    • Technology & innovation
    • Competition
    • GDPR & data
    • Advice & suitability
    • Culture & governance
    • MiFID II
    • Customers & vulnerability
Remove Filters
Back to Insights

The challenge

A leading insurer was subject to enhanced FCA scrutiny following failures in treating customers fairly and complaints handling. Our client was feeling the pressure. It needed to show how it planned to address the FCA's concerns, but lacked the resource and expertise in-house to do it. We suggested augmenting the in-house compliance 
monitoring team with our support and oversight, upskilling the team in the process.

Our Solution

The essential first step was to put together a clear action plan. This covered independent
assessments of our client's processes, procedures, systems and controls. We knew that business-as-usual (BAU) quality assurance monitoring, along with broader thematic conduct risk reviews in line with the firm’s annual compliance monitoring plan, would ease the FCA's concerns. 

Working collaboratively with the compliance monitoring team and key stakeholders, we conducted on-site and desk-based reviews, including: complaint quality assurance, third party due diligence, financial promotions, digital communications, post-sales servicing, product governance, conflicts of interest and whistleblowing, training & competence, GDPR, fees & charges, smarter communications, vulnerable customers, and regulatory notifications & reporting​.
​
We immediately unearthed some key non-conformances that were driving poor customer outcomes. Taking a proactive approach, we gave recommendations for how our client should amend policies and procedures to address the weaknesses, introduce industry best practices and ultimately, provide better experiences and outcomes for customers. As a result, the FCA was satisfied with the improvements our client had made and reduced their supervision. Not only that, but our client saw increased customer satisfaction and loyalty as a result of an improved customer journey.

The TCC difference

  • With the help of our expertise, our client improved the quality of its compliance monitoring. Not only did this keep the regulator happy, but reduced the risk of future non-conformances, saving our client from expensive regulatory action further down the line.
  • We link culture and compliance to drive commercial success. We ensured our client's business was fit for the future by recommending changes that would improve the customer experience and, ultimately, drive customer loyalty.

Latest Insights

News

Money Marketing: Ongoing advice still on the regulator’s radar

12/06/25 Go to article

Motor finance: is your firm ready for what's ahead?

05/06/25 Read more

FCA champions AI use anchored in regulatory compliance

01/05/25 Read more

The FCA’s multi-firm review flags gaps in support for vulnerable customers

01/05/25 Read more
Jump to top
  • Topics
    • Consumer Duty
    • Regulatory change
    • Customers & Vulnerability
    • DB transfers
    • Advice & suitability
  • Insights
    • Analysis & Perspectives
    • White Papers & Guides
    • Case studies
  • About us
    • Meet the team
    • RegTech
    • Press releases
  • Work for us
    • Job Board
  • Connect with us
    • Head Office
    • Leeds
  • Privacy Statements
  • Marketing & data preferences
  • Copyright Statement
  • Sitemap
  • Cookie settings
© 2025 The Consulting Consortium Ltd.
Site by VGROUP
The Consulting Consortium Ltd is a company registered in England and Wales.
Registered number: 04144405. Registered office: 10 Lower Thames Street, London, EC3R 6EN

How can we help?

  • Phone number020 3772 7230
  • Email addressemail
  • connect
  • follow
Our website uses cookies to improve your experience and to make your interactions with our website more meaningful. By clicking “Accept”, you consent to the use of all pre-set cookies. You can us Cookie Settings to manage your preferences. Read More
Cookie settingsAccept All Reject
Manage consent

Privacy Overview

This website uses cookies to improve your experience while you navigate through the website. Out of these, the cookies that are categorized as necessary are stored on your browser as they are essential for the working of basic functionalities of the website. We also use third-party cookies that help us analyze and understand how you use this website. These cookies will be stored in your browser only with your consent. You also have the option to opt-out of these cookies. But opting out of some of these cookies may affect your browsing experience.
Necessary
Always Enabled
Necessary cookies are absolutely essential for the website to function properly. This category only includes cookies that ensures basic functionalities and security features of the website. These cookies do not store any personal information.
Non-necessary
Any cookies that may not be particularly necessary for the website to function and is used specifically to collect user personal data via analytics, ads, other embedded contents are termed as non-necessary cookies. It is mandatory to procure user consent prior to running these cookies on your website.
SAVE & ACCEPT