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How do banks demonstrate good customer outcomes while managing financial crime and regulatory risk?

TCC helps banks balance customer outcomes, financial crime obligations and regulatory scrutiny with confidence.

TCC Banking

TCC helps retail banks, challenger banks, building societies and specialist banking providers strengthen governance, manage financial crime risk and demonstrate good customer outcomes. Our specialists support Consumer Duty, remediation, regulatory transformation, FCA intervention and compliance assurance programmes through advisory, managed services, specialist resourcing and technology-enabled compliance. With more than 25 years of experience supporting FCA-regulated firms, we help banks respond confidently to regulatory scrutiny while strengthening operational resilience and customer trust.

Regulatory pressures

The sector issues Banking firms are navigating now

  • Consumer Duty and outcomes monitoring

    The FCA expects banks to demonstrate evidence of good customer outcomes, supported by robust management information, fair value assessments, customer journey testing and effective board oversight. Firms must move beyond implementation and show that Consumer Duty is improving outcomes in practice.

  • Financial crime, fraud and AML controls

    Banks remain at the forefront of the UK's fight against money laundering, sanctions breaches, fraud and authorised push payment fraud. The FCA expects firms to maintain effective financial crime frameworks, strong governance and proportionate monitoring controls.

  • Savings, Current Accounts & Fair Value

    Banks must regularly assess whether savings products, current accounts and associated services continue to provide fair value. Firms need robust governance, customer outcome monitoring and evidence that pricing, communications and service standards remain appropriate for different customer groups.

  • Retail Banking Customer Journeys

    The FCA expects banks to understand how customers experience onboarding, account servicing, digital journeys, communications, complaints handling and support interactions. Firms must identify where customer outcomes may deteriorate and take action to address risks, particularly for vulnerable customers.

  • Section 166 reviews and regulatory intervention

    Firms facing supervisory concerns may be required to respond to FCA information requests, thematic reviews or Skilled Person assessments. Early preparation, robust evidence and effective governance can significantly improve regulatory outcomes.

  • Complaints, vulnerable customers and customer support

    The FCA expects banks to identify and support customers in vulnerable circumstances while maintaining effective complaint handling and customer support processes. Customer treatment remains central to both Consumer Duty and supervisory outcomes.

Solutions for this sector

How TCC helps Banking firms

Financial crime ICON

Financial Crime Compliance

TCC helps firms strengthen AML, KYC, sanctions, fraud prevention and financial crime governance through advisory, managed services and remediation support.

TCC Complaints icon

Complaints & Claims Handling

TCC helps financial services firms deliver regulatory change, operating model redesign, governance improvement, operational resilience and transformation programmes.

Redress icon

Redress & Remediation

TCC supports redress calculations, customer reviews, remediation programmes, governance, quality assurance and regulatory engagement across financial services.

TCC Compliance AI and RegTech Solution icon

Compliance AI & RegTech

TCC helps financial services firms deliver regulatory change, operating model redesign, governance improvement, operational resilience and transformation programmes.

Section 166 icon

S166, Skilled Person Reviews & FCA Intervention

TCC helps firms prepare for Section 166 reviews, Skilled Person investigations, FCA scrutiny and regulatory remediation through independent assurance and governance reviews.

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Consumer Duty

TCC helps FCA-regulated firms assess Consumer Duty, evidence good customer outcomes, strengthen governance, monitor foreseeable harm and support annual board assessments.

Regulatory -change-and-transformation

Regulatory Change & Transformation

TCC helps financial services firms deliver regulatory change, operating model redesign, governance improvement, operational resilience and transformation programmes.

Consolidation, acquisition and regulatory due diligence icon

Consolidation, Acquisition & RDD

TCC supports regulatory due diligence, acquisition risk assessment, Consumer Duty reviews, integration planning and post-acquisition assurance for FCA-regulated firms.

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Vulnerable Customers

TCC helps firms strengthen vulnerability frameworks, customer journeys, outcome monitoring and governance to evidence good outcomes for vulnerable customers.

What we help with

The compliance challenges banks bring to TCC

TCC supports banks through advisory, managed service, specialist resourcing and technology-enabled compliance models. We mobilise quickly and tailor our approach to your regulatory priorities, operational challenges and customer obligations.

  1. When do banks typically come to TCC?

    Banks typically engage TCC when preparing for FCA reviews, strengthening Consumer Duty evidence, remediating financial crime controls, improving complaint outcomes, reviewing savings and current account customer journeys, supporting vulnerable customers or delivering major regulatory change programmes. 

  2. What does a TCC engagement look like?

    We begin by assessing your regulatory obligations, control environment, governance arrangements and risk exposure. Our specialists then design the most appropriate delivery model, whether strategic advisory support, managed compliance delivery, specialist resource augmentation or technology-enabled assurance. Every engagement focuses on achieving measurable compliance outcomes and reducing regulatory risk.

  3. What outputs do clients receive?

    Clients receive regulator-ready deliverables including gap analyses, governance assessments, Consumer Duty evidence frameworks, financial crime control reviews, remediation plans, board reporting packs, management information frameworks, operating model recommendations and implementation roadmaps. 

Our services

  • ADVISORY

    Independent expertise for critical regulatory decisions

    TCC helps FCA-regulated firms assess regulatory risk, strengthen governance and make informed compliance decisions.

    Advisory services

  • MANAGED SERVICES

    Deliver compliance without increasing complexity

    TCC designs and delivers managed compliance services for FCA-regulated firms – governed for quality, control and scale.

    Managed services

  • SPECIALIST RESOURCING

    The specialist expertise you need, when you need it

    TCC deploys experienced professionals and delivery teams rapidly across complex regulatory programmes – no recruitment lag.

    Specialist resourcing

  • TECH-ENABLED COMPLIANCE

    See more. Evidence more. Act sooner.

    TCC’s regulatory expertise combined with Recordsure’s Compliance AI, providing stronger oversight and measurable evidence.

    Tech-enabled compliance

Case studies

TCC in Banking – in practice

All case studies →
Specialist resourcingTop-end consultancy deployment: Strategic compliance leadershipThrough the deployment of an interim Head of Compliance, TCC Group implemented governance improvements, embedded new ways of working and delivered a risk-based assurance programme to…Read more →Specialist resourcingStrategic resourcing: Complex claims handlingFrom suitability reviewers to technical SMEs and claims handlers, TCC rapidly deployed skilled resource across multiple workstreams to help meet fluctuating claims volumes and programme demands.Read more →Specialist resourcingSpecialist resourcing: Strategic partnershipDiscover how TCC Group's 20+ year strategic alliance has delivered specialist resourcing at scale, supporting 300+ projects, 50+ clients across the UK, EMEA and APAC, 8,000+…Read more →

Get help

Need support with a banking compliance challenge?

TCC compliance specialist help banks strengthen Consumer Duty governance, enhance financial crime controls, prepare for FCA engagement, manage remediation activity or deliver regulatory change.

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FAQs

Questions we hear from Banking firms

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What does the FCA expect banks to demonstrate under Consumer Duty?

Banks must be able to evidence good customer outcomes across savings accounts, current accounts, lending products, communications and customer support. This includes fair value assessments, customer outcome monitoring, governance oversight and board reporting that demonstrates continuous improvement. 

How can banks assess customer outcomes across onboarding and account servicing journeys?

Banks should monitor customer journeys from onboarding through to ongoing account servicing, complaints and support interactions. Management information, quality assurance activity, vulnerability monitoring and customer feedback can help identify areas where outcomes may deteriorate and where improvements are required. 

How can banks demonstrate good outcomes for savings and current account customers?

Banks need evidence that products deliver fair value, communications are clear, customer support is effective and customers can achieve their financial objectives without unreasonable barriers or foreseeable harm. 

How can banks strengthen their financial crime controls?

Effective programmes typically combine risk assessments, governance, customer due diligence, sanctions screening, transaction monitoring, fraud prevention, quality assurance and ongoing control testing. 

How should banks support customers in vulnerable circumstances?

Banks should identify vulnerability risks throughout onboarding, servicing, complaints and support journeys. Monitoring outcomes, staff capability and support arrangements helps demonstrate compliance with Consumer Duty expectations. 

How can banks prepare for FCA reviews or Section 166 assessments?

Preparation typically involves reviewing governance arrangements, management information, customer outcome evidence, financial crime controls and remediation activity. Independent assessments can help firms identify weaknesses and strengthen regulatory readiness before supervisory engagement. 

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Latest thinking for this sector

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