Consumer Duty Frameworks
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Framework 01

Consumer Duty Evidence Framework

A structured evidence architecture that transforms how insurers capture, analyse, and present Consumer Duty compliance evidence.

Evidence ArchitectureBoard ReportingMaturity AssessmentGap Analysis
Architecture

Evidence Data Architecture

  • Customer Journey Data — Policy inception, ongoing relationship, claims experience, policy conclusion
  • Outcome Measurement Data — Product suitability, price & value analysis, consumer understanding results, support service levels
  • Third-Party Performance Data — Distributor sales patterns, TPA service levels, repair network performance

Monitoring & Analysis Engine

  • Automated Monitoring — Real-time dashboards, trend analysis, comparative analysis, exception alerts
  • Predictive Analytics — Early warnings, customer journey analysis, vulnerable customer predictions, fair value modelling
  • Board Reporting Package — Quarterly Consumer Duty report template, executive dashboard, deep-dive analysis, action planning

Gap Analysis & Remediation

  • Evidence Maturity Assessment — 8-dimension scoring across data capture, analysis, governance, documentation, regulatory readiness, proactive monitoring, action orientation, stakeholder communication
  • Remediation Planning — Capability building roadmap, implementation support, prioritised action plans
Maturity Model

The maturity model scores your evidence capability across eight dimensions on a 1–5 scale:

1
Initial
2
Developing
3
Defined
4
Managed
5
Optimised

Eight Assessment Dimensions

  • Data Capture — Completeness and quality of evidence data collection
  • Analysis Capability — Ability to derive insights from evidence
  • Governance Integration — How evidence feeds into decision-making
  • Documentation Standards — Quality and consistency of evidence records
  • Regulatory Readiness — Preparedness for FCA inquiries and reviews
  • Proactive Monitoring — Forward-looking identification of risks
  • Action Orientation — Speed and effectiveness of response to findings
  • Stakeholder Communication — Clarity of reporting to boards and committees
Key Capabilities

What You Get

  • A complete evidence data architecture mapped to all four Consumer Duty outcomes
  • Automated monitoring dashboards with exception-based alerting
  • Predictive analytics for early warning on emerging customer harm
  • Board-ready reporting templates aligned to FCA expectations
  • Regulatory response pack with pre-built inquiry templates
  • An 8-dimension maturity scorecard with gap analysis
  • Prioritised remediation roadmap with implementation support

FCA Outcomes Addressed

  • Products & Services — Evidence of suitability, claims ratios, cancellation patterns
  • Price & Value — Cost analysis, benchmark pricing, fair value assessment
  • Consumer Understanding — Communication test results, complaint theme analysis
  • Consumer Support — Service levels, resolution times, accessibility metrics
The depth behind it

Tools & worked examples for Consumer Duty Evidence Framework

Proving good outcomes with board- and FCA-ready evidence. These are specimens — the working templates and full worked examples come with an engagement.

Evidence Framework — one-pager
One-pager
Evidence Framework — one-pager
Problem → method → outcomes summary of the Evidence Framework.
Evidence Standards Checklist — template
Template
Evidence Standards Checklist — template
The standard each piece of outcomes evidence must meet to be board- and FCA-ready.
Evidence Standards Checklist — worked example
Worked example
Evidence Standards Checklist — worked example
The checklist applied — passing and failing evidence side by side.
See all tools & worked examples →
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