CSA Digital Academy Workshop: Consumer Outcomes under the Consumer Duty

Outcomes monitoring has become one of the FCA's sharpest areas of focus, and this workshop sets out what firms are now expected to demonstrate. Led by Robert Bell, the session works through the regulatory requirements in PRIN 2A.9, the fundamental thinking behind defining a good outcome, and the FCA's most recent feedback — including the July 2026 outcomes monitoring review, the Year 2 Consumer Duty board reports and the June 2024 insurance multi-firm review.

It will also cover practical MI for measuring outcomes such as affordable arrears solutions and customer understanding of payment flexibility, and then move on to analysing the data — trends, thresholds, root causes and the actions that follow.  A ten-step guide pulls it all together, with a proportionate approach for smaller firms.