Consumer Duty asks you to see your business the way your customer does — as journeys, not departments. We've mapped what that takes.
Point a dashboard at scattered data, at journeys no one owns end to end, at decisions taken in the wrong place — and it will glow green while customers are harmed. The dashboard is not the answer. Sorting what sits under it is.
The chain that turns the four abstract regulatory pillars into something you can act on. A journey is where an outcome is made or missed; the metrics read it; a decision acts on it — and you evidence that you acted well.
In each list below you'll find our take on the journeys, metrics and decisions we'd typically expect to see in a firm genuinely operating to the principles of Consumer Duty — a working reference to test your own against, not a definitive standard.
Across savings, current accounts, credit, lending, insurance, wealth and protection — where each outcome is made or missed.
Derived metrics (not raw measures), tiered and mapped to pillar, framework and journey stage.
Operating-model decisions a firm must make and prove — day-to-day vs model-change. An evolving list.
What the Duty really asks for is a decision framework around your operating model. The first framework below is that frame; the other three are the areas where making and evidencing good decisions is hardest — vulnerable customers, understanding at scale, and third-party assurance.
Transform how you capture, analyse, and present compliance evidence to boards and regulators. Move from reactive data-gathering to a structured evidence architecture.
Embed vulnerability considerations into every customer touchpoint with identification triggers, graduated response protocols, and outcome monitoring.
Systematically measure, monitor, and improve customer comprehension using behavioural science, journey testing, and multi-method assessment.
Ensure your entire distribution chain — brokers, MGAs, TPAs, repair networks — meets Consumer Duty standards through structured oversight and assurance.
Probably our most valuable asset: a library of what a good operating-model decision looks like, usable live in a sprint by the people designing the journeys — not a compliance function to one side. The whole system is one screen — 32 patterns across six families and three organisational levels.
A short diagnostic returns a maturity band per framework, your weakest area, and a prioritised set of actions — drawn from FCA reviews and enforcement themes. It's a way in, not a gate.
The frameworks, and the templates and worked examples behind them, come with an engagement. Tell us where you are and we'll arrange access and a conversation about where you need to be.
Prefer email? martin@liminaldesignoffice.com