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FCA Principle 12 — Delivering good outcomes for retail customers across all four outcomes

Reporting Year
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Compliance Health
Across all 4 outcomes
0 Yes 0 Partial 0 No 0 Unanswered
Outcome Performance
Products & Services —
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Price & Value —
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Consumer Understanding —
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Consumer Support —
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Act in Good Faith —
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Awaiting assessment data
Avoid Foreseeable Harm —
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Enable Financial Objectives —
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Awaiting assessment data
In-Scope Products & Services Register
0 products
Product Target Market Status Assessment Actions
No products registered yet. Use Add Product to register your first in-scope product.
Quarter-on-Quarter Trend
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Products & Services
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Price & Value
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Consumer Understanding
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Consumer Support
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Assessment Chapter Scores
0 of 9 started
Governance & Board
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Products & Services
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Price & Value
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Consumer Understanding
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Consumer Support
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Monitoring Outcomes
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Complaints & Improvement
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Distribution & Third Parties
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Forward Look & Attestation
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Three Lines of Defence
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Good Faith
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Avoid Harm
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Enable Objectives
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Vulnerable Customers
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Product Assessment
— products
Three Lines of Defence
Awaiting assessment
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Overall Score
The FCA expects firms to apply the three lines of defence model to Consumer Duty. Complete the 3LOD assessment to score each line and identify gaps in your oversight framework.
1ST LINE
Business Units
Embedding CD into product design, distribution, and customer interactions
Assessment score —
4 questions · QIDs 3001–3004
2ND LINE
Compliance & Risk
Monitoring, oversight, MI review, and outcome testing across all four outcomes
Assessment score —
5 questions · QIDs 3005–3009
3RD LINE
Internal Audit
Independent assurance on CD framework effectiveness and governance
Assessment score —
3 questions · QIDs 3010–3012
Compliance Monitoring Plan
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Areas in Plan
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Completion Rate
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Progress 0%
Click to view full monitoring plan
Consumer Duty Training
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# Training Events
Completion rate —
Click Add New Training to record a session
Complaints
0 records
— total complaints
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Closed —
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Root Cause Analysis
0 analyses
— analyses recorded
Open Actions —
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Click to add root cause analysis —
Product Review
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In-Scope Products
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Assessed
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Remaining
Assessment Progress 0%
Click to view product assessments
Gap Register
0 gaps
— total gaps
Open —
High Severity —
Record gaps on Data & MI tab —
Evidence Register
0 items
— evidence items
Types —
Outcomes —
Record evidence on Data & MI tab —
Vulnerability Spotlight
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Customers identified as vulnerable
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Tailored support provided
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Outcome differential vs non-vulnerable
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Key Dates
Key dates will populate from CMP task due dates

Consumer Duty Assessment

Select a chapter below to begin or continue your assessment. Each section is scored against FCA expectations.

Three Lines of Defence
1st, 2nd & 3rd line oversight assessment · 12 questions
Product Review
Per-product assessment · Fair value · Target market
FCA Consumer Duty Outcomes
Products & Services
Product design, target market, closed books
Price & Value
Fair value assessments, charges, benchmarking
Consumer Understanding
Communications, readability, digital standards
Consumer Support
Service levels, exit barriers, vulnerability adjustments
Cross-Cutting Rules
Good Faith
Acting in good faith towards retail customers
Avoid Harm
Foreseeable harm prevention & remediation
Enable Objectives
Enabling customers to pursue financial objectives
Other Assessment Areas
Governance & Board Oversight
Board champion, SMCR, training, attestation
Monitoring Outcomes
MI framework, tracking, escalation, evidence
Complaints & Improvement
Trends, root cause, feedback loops
Distribution & Third Parties
Distributor obligations, partner reviews
Forward Look & Attestation
FCA benchmarking, emerging risks, resource planning
Vulnerable Customers
Identification, treatment & training
Outcomes
Cross-Cutting
Other Areas
Products & Services
PRIN 2A.3 · FG22/5 Chapter 6
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FCA Good Practice
Firms should define target markets at sufficient granularity, with more specificity for complex or niche products. Product approval processes must consider characteristics of vulnerability and distribution strategies should ensure products reach the identified target market.

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Price & Value
PRIN 2A.4 · FG22/5 Chapter 7
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FCA Good Practice
Fair value assessments must consider the total price paid over the product lifetime, including non-financial costs. Where products are sold as packages, each component and the overall package must provide fair value. Firms must take action if a product does not provide fair value.

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Consumer Understanding
PRIN 2A.5 · FG22/5 Chapter 8
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FCA Good Practice
Communications must be tailored to the characteristics of the intended audience. Firms should use layering (key information upfront, detail behind), test and monitor communications effectiveness, and ensure switching/complaint communications are at least as clear as sales materials.

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Consumer Support
PRIN 2A.6 · FG22/5 Chapter 9
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FCA Good Practice
It must be at least as easy to switch, cancel, or complain as it is to buy. Post-sale support quality must match pre-sale support. Firms must avoid "sludge" practices — unnecessary friction that prevents customers from acting in their interests.

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Act in Good Faith
Cross-Cutting Rule 1 · PRIN 2A.2.4R
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FCA Guidance
Firms must act in good faith towards retail customers — acting honestly, fairly, and in a manner consistent with reasonable expectations.
Avoid Foreseeable Harm
Cross-Cutting Rule 2 · PRIN 2A.2.8R
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FCA Guidance
Firms must avoid causing foreseeable harm to retail customers through acts or omissions, considering the needs of customers with characteristics of vulnerability.
Enable Financial Objectives
Cross-Cutting Rule 3 · PRIN 2A.2.14R
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FCA Guidance
Firms must enable and support retail customers to pursue their financial objectives, ensuring they can make informed decisions and act in their own interests.
Vulnerable Customers
FG21/1 · PRIN 2A Cross-Cutting
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FCA Guidance
Firms must understand the needs of their customers, including those with characteristics of vulnerability, and ensure they receive outcomes as good as those for other customers. The four key drivers of vulnerability are: health, life events, resilience, and capability.

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Product Review
PRIN 2A.3 · Product Assessment & Fair Value
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FCA Guidance
Products and services should be designed to meet the needs of customers in the target market. Firms should carry out regular reviews to ensure products continue to provide fair value and meet target market needs, including for closed-book products.
Register products in the In-Scope Products register on the dashboard, then select one here to complete its assessment.

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Governance, Board Oversight & Accountability
PRIN 2A.9 · SMCR · Board Reporting
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FCA Guidance
Boards and senior management must be able to satisfy themselves that their firm is complying with the Consumer Duty. This requires effective governance, clear accountability under SMCR, and an annual Board report assessing outcomes delivered.

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Monitoring Customer Outcomes
PRIN 2A.9.10R · Outcomes Monitoring Framework
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FCA Guidance
Firms must monitor and regularly review the outcomes their customers are experiencing. Monitoring should be proportionate, use a range of data sources, be segmented by customer characteristics, and drive meaningful action where poor outcomes are identified.

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Complaints & Continuous Improvement
DISP · PRIN 2A · Root Cause Analysis
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FCA Guidance
Complaints are a key indicator of whether customers are receiving good outcomes. Firms should conduct root cause analysis, identify systemic issues, and use complaint insights as a feedback loop to drive continuous improvement across products, services and communications.

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Distribution Chains & Third Parties
PRIN 2A.3.8R · PRIN 2A.4.15R
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FCA Guidance
All firms in a distribution chain have responsibility for Consumer Duty outcomes. Manufacturers and distributors must share sufficient information, monitor third-party activity, and take action where products are not delivering good outcomes for end customers.

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Forward Look & Attestation
FCA Annual Board Report · Forward-Looking Assessment
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FCA Guidance
The FCA expects firms to take a forward-looking approach, identifying emerging risks to consumer outcomes, setting improvement priorities, and attesting to the Board that the firm is delivering good outcomes. The annual Board report should include an honest self-assessment and clear action plan.

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Compliance Monitoring Plan
Consumer Duty Tasks · Pulled from CMP Module
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About This Section
Manage your Consumer Duty monitoring tasks directly from this section. Click + Add to CMP to add A8 reference tasks to your workflow, or click Open on active tasks to review, update status, and record findings. Tasks categorised as “Consumer Duty” in the CMP will appear here automatically.
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In CMP / Total A8
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Overdue
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Completion Rate
0 areas
CMP Monitoring Area ↕ Category ↕ Frequency ↕ Owner ↕ Last Review ↕ Next Due ↕ Status ↕
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Finding Source Review Severity Date Found Status
No findings recorded yet
Three Lines of Defence
FCA Expectations · Governance · Oversight · Assurance
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FCA Guidance
The FCA expects firms to apply the three lines of defence model to Consumer Duty. The 1st line (business units) embeds CD into daily operations; the 2nd line (compliance & risk) provides monitoring and oversight; the 3rd line (internal audit) provides independent assurance. This section captures how each line is operating within your firm.
1st Line — Business Units
2nd Line — Compliance & Risk
3rd Line — Internal Audit
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Anna — Consumer Duty Expert
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Anna AI
Hello! I'm Anna, your Consumer Duty compliance expert. I have deep knowledge of FCA Principle 12, all four outcomes, cross-cutting rules, and the latest FCA good practice guidance including the December 2024 board report review.

I can see your firm's assessment data and can provide tailored advice. How can I help you today?
Board Report Builder
FCA Annual Board Report — 13 Sections
1. Executive Summary
High-level overview of Consumer Duty compliance status and key findings
Not Started
FCA Board Report — Good Practice for this Section
Good reports included dedicated sections detailing what good outcomes look like for customers holding their products, with quality MI backing up conclusions. They considered different customer groups including vulnerable customers with distinct outcome analysis by segment.

Click Generate with Anna AI to create this section based on your assessment data, or write it manually.

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Data & MI

Capture monitoring data, track evidence, log complaints and manage compliance gaps — all in one place.

Complaints
Synced from Compliance Hub
No complaints recorded yet.
Monthly MI Capture
No MI data captured yet.
Root Cause Analysis
No root cause analyses recorded. Root cause analysis looks across all complaints to identify systemic issues and patterns.
Gap Register
No compliance gaps recorded.
Evidence Register
No evidence items logged.
Compliance Monitoring Plan
Consumer Duty Tasks · A8 Reference Monitoring Areas
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About This Section
Manage your Consumer Duty monitoring tasks directly from this tab. Click + Add to CMP to add A8 reference tasks to your workflow, or click Open on active tasks to review, update status, and record findings. Tasks categorised as “Consumer Duty” in the CMP will appear here automatically.
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In CMP / Total A8
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Completed
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Overdue
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Completion Rate
0 areas
CMP Monitoring Area ↕ Category ↕ Frequency ↕ Owner ↕ Last Review ↕ Next Due ↕ Status ↕
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Finding Source Review Severity Date Found Status
No findings recorded yet
Score Breakdown
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