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Sector

How do lenders deliver fair customer outcomes, manage affordability, vulnerability and regulatory risk?

TCC is helping lenders balance commercial growth, customer outcomes and regulatory expectations across the credit lifecycle with confidence and control.

TCC Lending and Credit sector

TCC helps consumer credit firms evidence good outcomes, strengthen affordability and vulnerability frameworks, and manage complaints, remediation and regulatory risk. We support lenders with practical, regulator-ready compliance programmes that improve governance, customer treatment and operational resilience. 

Regulatory pressures

The sector issues Lending & Consumer Credit firms are navigating now

  • Affordability and responsible lending

    The FCA expects firms to demonstrate that lending decisions are proportionate, evidence-based and aligned to customers' circumstances. Affordability frameworks must remain effective across changing economic conditions and customer risk profiles.

  • Buy Now, Pay Later and short-term credit

    BNPL and short-term credit providers face increasing scrutiny around affordability, customer understanding and foreseeable harm. Firms need proportionate controls, clear customer communications and effective outcomes monitoring throughout the credit lifecycle.

  • Consumer Duty and customer outcomes

    Consumer credit firms must evidence good outcomes throughout the customer lifecycle, from product design and onboarding to servicing, collections and complaints handling. Good customer outcomes must be measurable, monitored and supported by robust management information.

  • Financial difficulty and vulnerability

    The FCA expects lenders to identify customers experiencing financial difficulty, identify vulnerability and provide appropriate support. Collections and recovery strategies must balance operational effectiveness with fair customer treatment and foreseeable harm obligations. Vulnerability considerations should be embedded throughout lending and servicing processes.

  • Remediation and customer review programmes

    Where customer harm has occurred, firms must be able to identify affected populations, deliver fair outcomes and evidence regulatory compliance throughout remediation activity. Governance and execution capability remain critical.

  • Complaints handling and operational performance

    Complaints continue to be one of the clearest indicators of customer outcomes and conduct risk. Firms need governance, root cause analysis and quality assurance frameworks capable of demonstrating fair and consistent customer treatment.

Solutions for this sector

How TCC helps Lending & Consumer Credit 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.

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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.

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Suitability, Advice Quality & File Reviews

TCC helps wealth, advice and retirement firms assess suitability, improve advice quality, conduct file reviews and evidence good customer outcomes.

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.

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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 lenders bring to TCC

TCC supports lenders through advisory, managed services, specialist resourcing and technology-enabled compliance models. We help firms strengthen customer outcomes, manage operational pressures and respond effectively to regulatory expectations.

  1. When do firms typically come to TCC?

    Most often when reviewing affordability frameworks, responding to Consumer Duty findings, assessing complaints performance, strengthening vulnerability arrangements, managing remediation activity or preparing for FCA engagement. Many firms also seek independent assurance before undertaking significant growth or transformation programmes.

  2. What does a TCC engagement look like?

    We begin with a focused assessment of customer outcomes, affordability controls, governance arrangements and regulatory exposure. Our specialists then design the most appropriate delivery model, whether advisory support, managed operations, specialist resource deployment or technology-enabled assurance.

  3. What outputs do clients receive?

    Clients receive practical, regulator-ready deliverables including affordability assessments, Consumer Duty evidence frameworks, complaints diagnostics, vulnerability reviews, governance recommendations, root cause analysis, management information packs and prioritised remediation 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 Lending & Consumer Credit – in practice

All case studies →
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 →Compliance AI & RegTechProject rescued by RegTechUsing a combination of regulatory insight, automation and intelligent case management, TCC Group transformed a complex review involving more than one million customers, reducing remediation volumes…Read more →

Get help

Need support with a lending or consumer credit compliance challenge?

Whether you're strengthening affordability controls, reviewing customer outcomes, improving complaints performance, supporting vulnerable customers or managing remediation activity, TCC's consumer credit specialists can help.

Talk to a specialistView case studies

FAQs

Questions we hear from Lending & Consumer Credit firms

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What does Consumer Duty mean for consumer credit firms?

Consumer Duty requires firms to demonstrate that customers receive good outcomes throughout the lending lifecycle. This includes product suitability, affordability assessments, customer support, communications and complaint handling. Evidence should show how monitoring activities lead to continuous improvement.

What are the FCA's expectations around affordability?

Firms should be able to demonstrate proportionate affordability assessments, effective governance, ongoing monitoring and appropriate oversight. Lending decisions should reflect customers’ circumstances and support good customer outcomes.

How should lenders support vulnerable customers?

The FCA expects firms to identify vulnerability, adapt support where appropriate and monitor resulting outcomes. Vulnerability considerations should be embedded throughout customer journeys rather than treated as a standalone process.

How can firms improve collections and forbearance outcomes?

Effective collections strategies combine customer-centred support, robust governance, staff training, quality assurance and clear management information. Firms should be able to evidence fair treatment throughout the customer relationship.

How can TCC support remediation programmes?

TCC supports customer population assessments, methodology design, governance arrangements, review operations, quality assurance and regulator-ready reporting throughout the remediation lifecycle.

What's the difference between advisory, managed services and specialist resourcing?

Advisory provides specialist expertise and independent challenge. Managed services deliver operational programmes on your behalf. Specialist resourcing augments your team with experienced professionals. Many consumer credit firms use a combination of all three models.

Latest insights

Latest thinking for this sector

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