Consumer Duty monitoring that holds up to scrutiny

A practical framework for evidence-based monitoring that links client outcomes to governance, MI, and remediation workflows.

By Plannetic Research

Highlights

Consumer Duty four-outcome coverage visual

Duty outcomes

4 outcomes

Products & services, price & value, understanding, support.

Monitoring layers

3 layers

Governance, MI, remediation workflow.

Portfolio letters

Sector-led

Consumer investments, asset management and more.

Regulatory Expectations Under Consumer Duty

Consumer Duty raises the bar on evidencing outcomes. The FCA expects firms to show how governance, monitoring and remediation demonstrate good outcomes across products and services, not just at point of sale. Monitoring is now a supervisory evidence requirement, not a reporting preference.

Portfolio letters and Dear CEO communications highlight specific expectations for sectors such as consumer investments, reinforcing that firms must embed monitoring and act on poor outcomes.

Monitoring framework showing how client signals escalate to governance and remediation decisions — Consumer Duty monitoring only holds up when signals, decisions and remediation actions are linked in one control framework

Monitoring Design: Governance, MI, and Remediation

Start with governance: define measurable outcomes, appoint accountable owners, and set review cadence.

Layer in client-level MI such as suitability status, review completion, vulnerability indicators and complaint trends, mapped to the four Consumer Duty outcomes.

Finally, connect remediation directly to workflow tasks so every decision is recorded, assigned and time-bound. If remediation is not tracked to closure, monitoring has failed its purpose.

Three-layer Consumer Duty monitoring framework — Three-layer model linking governance controls, management information, and remediation closure

Evidence Quality: What Supervisors Expect to See

Evidence is more than a dashboard. It should show the reason for monitoring thresholds, the data sources used, the decisions made and the follow-up actions taken.

A single audit trail that links governance minutes, MI snapshots and client outcomes is the standard firms are moving toward. The core test is traceability from indicator to decision to outcome.

Consumer Duty evidence chain from indicator to action — Evidence chain showing threshold trigger, governance decision, remediation action, and client outcome

Operationalising the Framework in Plannetic

Plannetic connects assessments, cash flow projections and review workflows in one timeline. Outcome monitoring is visible at both firm and client level, with remediation actions tracked end-to-end.

The result is audit-ready evidence without manual chasing or fragmented reporting.

Tagged

Consumer DutyGovernanceMI