Tuesday 29 September 2026 | 11:00 BST | 60 Minutes
This webinar is hosted in conjunction with:
In July 2026, the FCA raised the bar on how firms should monitor consumer outcomes.
In the regulator’s own words: “Collecting data, listing metrics or reporting management information (MI) will not, by itself, show whether customers are receiving good outcomes.”
Firms need to show that outcomes monitoring is actually spotting problems, changing decisions, and improving customer outcomes. In this practical session, Square 4 and Elephants Don’t Forget examine what “good” now looks like – and the evidence gaps your firm needs to close.
We’ll cover:
- What the FCA expects now and where firms are falling short.
- From MI to action: turning data into challenge, intervention, and measurable change.
- Action completed ≠ outcome improved: how to prove remediation actually worked.
- The missing people evidence: do your teams genuinely understand what good outcomes look like, and can you prove it?
- What should your Board be asking? Moving from reporting Consumer Duty to evidencing it.