Consumer duty
Ensure compliance and excellence with trueology
Navigating Consumer Duty regulations can be challenging, but trueology is here to help.
The FCA’s recent review has highlighted the critical need for firms to focus on actual customer outcomes rather than merely completing processes. trueology specialises in helping firms like yours excel in outcome monitoring and compliance.
Expertise in regulatory compliance
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Tailored strategies
Customised approaches to meet and exceed regulatory expectations.
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Comprehensive monitoring
Clear metric definition and proactive actions to address poor outcomes.
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Innovative solutions
Utilising interpretive analysis, customer journey scoring, vulnerable customer mapping, and employee role evolution.
How we put compliance into practice
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Segmented customer outcomes
Detailed analysis and monitoring of customer experiences.
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Interpretive analysis
In-depth insights using themetic research and data science to drive improvement and compliance.
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Customer journey scoring
Evaluate and enhance every step of the customer journey, demonstrating a focus on consumer duty.
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Vulnerable customer mapping
Ensure fair treatment of all customers within a wide framework of vulnerability.
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Employee role evolution
Evidence centred on appropriate training and development specifically to align with consumer duty requirements.
Consumer Duty is a shift from “did we do it?” to “did it do good?”
Rather than just meeting procedural requirements, firms now must demonstrate positive, fair outcomes for customers. Missteps can lead to reputational damage, regulatory scrutiny, or worse … poor customer experience.
Regulated firms must understand not just what their customers do, but how they feel and what they gain (or lose). That means going beyond metrics to interpret meaning, spots of friction, hidden risks, and fairness especially for vulnerable customers.
Our approach and how we work with you
We believe that compliance is only meaningful when it’s lived inside the business. Our approach involves:
Defining clear metrics and outcome criteria
Embedding measurement into journeys and CRM systems
Continuously monitoring and iterating
Ensuring insights translate into behaviour, not just reports
Every intervention is designed to avoid superficial “audit-only” outcomes and instead build sustainable improvement.
