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Monitoring Hub
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Consumer Duty Hub

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

Consumer Duty Health
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No data yet
Pillar-weighted composite
Outcomes · Cross-cutting · Registers · CMP
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Yes / N·A
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No / Unanswered
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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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Awaiting assessment data
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
Awaiting data
Products & Services
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No data yet
Price & Value
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No data yet
Consumer Understanding
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No data yet
Consumer Support
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No data yet
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Product Review
Awaiting data
0% No products assessed yet
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In-Scope
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Assessed
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Remaining
Assessment Chapter Scores
0 0 15
0 Green 0 Amber 15 Red (incl. not 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
2ND LINE
Compliance & Risk
Monitoring, oversight, MI review, and outcome testing across all four outcomes
Assessment score —
5 questions
3RD LINE
Internal Audit
Independent assurance on CD framework effectiveness and governance
Assessment score —
3 questions
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Compliance Monitoring Plan
Awaiting data
0% No areas tracked yet
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Completed
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In Progress
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Overdue
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Consumer Duty Training
0% No training recorded yet
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Completed
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Completion %
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Events
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Complaints
0 records
— No complaints synced
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Open
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Closed
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Root Cause Analysis
0 analyses
— No analyses recorded yet
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Open Actions
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Completed
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Gap Register
0 gaps
— No gaps recorded yet
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Open
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High Severity
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Documents
0 items
— No documents recorded yet
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Types
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Outcomes
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Adverse Outcomes
0 events
— No adverse outcomes recorded
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Systemic
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Remediated £
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Vulnerability Spotlight
— No vulnerability data captured
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Identified
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Supported
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Outcome Δ
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Board Challenges
0 logged
— No challenges logged yet
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Open / Action
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Resolved
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Sludge Practices
0 identified
— No sludge practices logged yet
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Active
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Removed

Consumer Duty Assessment

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

All
Not Started
In Progress
Completed
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
Board Challenges Logged
No board challenges logged yet.
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.

Complaints
Synced from Compliance Hub
No complaints recorded yet.
Monthly MI Capture
No MI data captured yet.
Trigger Events Log
Firm events that should prompt a CD reassessment
No trigger events logged yet.
Adverse Outcome Register
Identified poor customer outcomes (with or without complaint)
No adverse outcomes recorded yet.
Root Cause Analysis
No root cause analyses recorded. Root cause analysis looks across all complaints to identify systemic issues and patterns.
Vulnerability Register
Identified vs. supported vulnerable customers + outcome differential
No vulnerability data captured yet.
Sludge Practices Log
Friction points identified in customer journeys + remediation status
No sludge practices logged yet.
Customer Outcomes / Voice of Customer Register
NPS, satisfaction, journey-specific surveys, vulnerable-cohort surveys
No surveys recorded yet.
MI Threshold / Triggers Register
Define per-metric tolerance thresholds + escalation paths
No MI thresholds defined yet.
Gap Register
No compliance gaps recorded.
Target Market Register
Explicit target market segments — characteristics, in-scope products, monitoring
No target market segments defined yet.
Distribution Chain Register
Every distributor selling your products + DD performed on each
No distribution chain entries recorded yet.
3rd Party Manufacturer Due Diligence
For distributors — DD evidence on each manufacturer whose products you distribute
No third-party manufacturer DD recorded yet.
Fair Value Decisions Register
FVA outcomes per product, methodology, override decisions, action taken
No fair value decisions recorded yet.
Closed Books / Existing Customer Cohorts
Cohort tracking + outcome monitoring for existing customers
No closed-book cohorts recorded yet.
Foreseeable Harm Register
Proactively identified harms — distinct from realised adverse outcomes
No foreseeable harms recorded yet.
Communications Testing Log
Per-test event — methodology, comms tested, audience, outcome
No communications tests recorded yet.
Training Register
Consumer Duty training sessions and staff completion
No training sessions logged yet.
Annual Board Assessment Register
PRIN 2A.9 — annual board-level CD effectiveness assessment with sign-off
No annual board assessments recorded yet.
Total items
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Drive files
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Question coverage
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Questions backed by linked documents
Unlinked
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Documents with no question links
All documents
No documents logged.
In CMP / Total A8
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Completed
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Overdue
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Completion Rate
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All Statuses
Not Started
Scheduled
In Progress
Completed
Overdue
0 areas
CMP Monitoring Area ↕ Category ↕ Frequency ↕ Owner ↕ Last Review ↕ Next Due ↕ Status ↕
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Score Breakdown
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