Better outcomes.
Stronger evidence.
Greater confidence.
Specialist, hands-on support to help financial services firms put the FCA's Consumer Duty into practice — from authorisation and implementation to regulatory scrutiny, remediation and ongoing oversight.
Consumer Duty should work beyond the policy document.
Consumer Duty specialist. Not a compliance generalist.
The FCA expects firms to understand the outcomes their customers experience, identify potential harm and take meaningful action where needed. That takes more than a set of templates. It requires joined-up governance, thoughtful product design, reliable management information and clear accountability.
I work directly with firms to translate these expectations into practical arrangements suited to their business model, customers and resources — without unnecessary complexity or generic compliance paperwork.
Not just advice;
I do the work.
It's one thing to identify a gap. It's another to fix it. I can review your arrangements and then help draft the policies, improve the MI, prepare the Board paper or work through the remediation with your team.
Sometimes you need a second opinion. Sometimes you need an extra pair of hands. Often, you need both.
Tell me what you need help with ↗Targeted support.
Practical delivery.
Whether you are preparing an FCA application, dealing with an immediate concern or improving an established programme, support is tailored to the issue and the work that needs to be done.
Build Consumer Duty into your FCA application.
Establish a clear and proportionate Consumer Duty framework that reflects your proposed products, distribution arrangements and target customers — and prepares you to explain it at the FCA gateway.
- Consumer Duty implementation plans and governance
- Target market, product approval and fair value frameworks
- Customer understanding and support arrangements
- Outcomes monitoring, MI and application readiness
Respond to regulatory questions with confidence.
When the FCA raises concerns, the priority is to establish the facts, identify the root cause and demonstrate a credible response. I help turn complex findings into clear, deliverable actions.
- Regulatory enquiries and supervisory reviews
- Gap assessments and root cause analysis
- Remediation plans, evidence logs and board papers
- Drafting and reviewing responses to the FCA
Make customer outcomes visible.
Move from initial implementation to meaningful ongoing oversight. I support firms to assess whether their arrangements work in practice, challenge emerging risks and maintain evidence of effective governance.
- Consumer Duty health checks and periodic reviews
- Board reporting and management information
- Fair value and customer journey assessments
- Complaints, communications and customer support reviews
Turn regulatory expectations into day-to-day practice.
Practical implementation support for teams that need to embed the Duty across products, operations, compliance and senior management — with training that connects the rules to real decisions.
- Implementation and improvement programmes
- Policies, controls and operating procedures
- Workshops for boards and business teams
- Accountability, ownership and escalation processes
Get clarity on the next steps.
For firms facing an urgent issue or unsure where to start, a focused diagnostic helps separate the immediate priorities from the longer-term work.
- One-to-one discussion of the current position
- Identification of key risks and practical priorities
- Short written summary and recommended next actions
- Fixed-fee introductory triage available
Fractional legal counsel, when you need it.
Alongside my Consumer Duty specialism, I can provide flexible commercial and regulatory legal support to businesses that need experienced counsel without committing to a permanent in-house appointment.
- Commercial contracts and negotiations
- Regulatory advice and implementation projects
- Legal support for products, suppliers and operations
- Project-based or ongoing fractional counsel
Some things are worth checking
before the FCA does.
A focused review can be the most useful place to start. These are two areas where independent challenge and practical support can make a real difference.
Consumer Duty Health Check
Could your firm withstand an FCA Consumer Duty onsite visit?
Would you be able to show the FCA how your firm monitors customer outcomes, spots problems and follows through when something needs fixing? I can review the arrangements you have in place, test the evidence behind them and identify what needs attention.
That might mean looking at Board reporting, fair value, customer journeys, vulnerable customers, communications or the quality of your outcomes MI. The scope is tailored to your business, rather than a standard checklist.
What you get: clear findings, priorities and practical recommendations — with support available to put the changes into practice.
Ask about a Health Check ↗Board Reporting & Assurance
Your Board has approved the report. Could it defend the conclusions?
A good Board report should tell directors what outcomes customers are actually getting, where the risks sit and what management is doing about them. It should not simply catalogue the work completed during the year.
I'm available to assist with reviewing existing reports, challenging the underlying MI, identifying gaps in the evidence and drafting or improving the report itself.
What you get: a clearer report, better-supported conclusions and practical improvements to ongoing oversight.
Discuss Board reporting ↗Different businesses.
Different Consumer Duty challenges.
The rules may be the same, but the issues are not. A payments business will have different customer journeys and risks from a lender, an insurer or an investment firm. Support needs to reflect how your business actually works.
Payments & e-money
Customer communications, fraud-related harm, support journeys, fair value and the practical challenges of digital products.
Consumer credit & lending
Customer vulnerability, affordability, arrears, collections and the treatment of customers in financial difficulty.
Banking & retail finance
Product governance, outcomes MI, fair value, customer support and meaningful Board oversight.
Insurance & intermediaries
Distribution arrangements, product value, customer understanding and support across the policy lifecycle.
Wealth & investments
Target markets, investment platforms, customer communications, product value and ongoing service.
Fintech & digital finance
Proportionate frameworks for fast-moving businesses, with attention to real customer journeys rather than generic templates.
From plan to proof.
A straightforward approach that connects regulatory requirements to real business decisions, meaningful monitoring and evidence of customer outcomes.
Plan
Understand your business, identify gaps, agree priorities and assign responsibility.
Deploy
Embed improvements in products, policies, processes and everyday decisions.
Monitor
Use relevant MI, testing and customer feedback to identify poor outcomes and emerging risks.
Evidence
Document oversight, challenge, decisions and action taken so the firm can demonstrate its approach.
Can your firm demonstrate not just what it intended to deliver, but what its customers actually experience?
The four outcomes. One coherent programme.
The Consumer Duty cuts across the customer relationship. Each outcome needs to be considered individually, but firms also need to understand how their products, communications, support and governance work together.
Discuss a review ↗Products & services
Define target markets, understand foreseeable harm and keep products under review.
Price & value
Assess whether the total price paid by customers is reasonable relative to the benefits they receive.
Consumer understanding
Design and test communications that support informed decisions at the right time.
Consumer support
Identify friction, barriers and service failures that prevent customers from pursuing their financial objectives.
Experienced advice.
Direct involvement.
Senior-level regulatory and legal support, delivered personally.
I am a qualified lawyer and regulatory consultant with hands-on experience supporting financial services businesses on Consumer Duty implementation, remediation, governance and regulatory engagement.
My work includes fair value assessments, outcomes monitoring, customer communications, governance arrangements and responses to FCA concerns. I have also developed and delivered a five-part Consumer Duty training series for senior leaders, product teams and compliance functions.
I work collaboratively with your existing legal, compliance, risk and commercial teams, providing practical drafting, informed challenge and support through to delivery — not simply a report of recommendations.
Let's make Consumer Duty work for your business.
Whether you're facing a regulatory deadline, responding to FCA scrutiny or planning the next stage of your Consumer Duty programme, tell me what you're dealing with and I can discuss a sensible way forward with you.
Email the consultant ↗info@consumerdutyconsultant.com