Consumer Duty has entered a new phase. With implementation deadlines now behind the industry, the focus has shifted from frameworks and documentation to tangible evidence of customer outcomes. For UK wealth and retirement firms, the challenge is no longer demonstrating compliance processes, but proving that customers are consistently receiving good results.
Kidbrooke, which offers a unified platform for next-generation wealth experiences, has explored why Consumer Duty now demands scalable, evidence-based customer outcome monitoring.
The Financial Conduct Authority has made clear that its priorities through 2026 centre on embedding Consumer Duty and improving outcomes in practice. Supervisory messaging increasingly emphasises firms’ ability to gather, analyse and act on data that shows whether fair value, appropriate products and clear communications are genuinely being delivered.
In a recent review, the FCA stated that firms must “regularly assess, test, understand and evidence the outcomes their customers are receiving under the Consumer Duty.” The regulator’s attention has therefore moved beyond policies and towards insight, Kidbrooke said. Outcome monitoring is expected to sit within governance, risk and product oversight, rather than being treated as a separate reporting obligation.
For many mid-sized firms, this exposes operational limitations. Legacy modelling systems, spreadsheets and manual processes were not designed to generate repeatable, defensible evidence at scale. Replacing core platforms is often unrealistic, yet fragmented tools and inconsistent assumptions make it difficult to demonstrate coherent outcomes across adviser-led and digital channels.
As a result, leading firms are reframing Consumer Duty as a long-term capability. The emphasis is on strengthening assumptions governance, standardising decision logic and centralising outcome modelling.
A practical solution is the creation of a shared analytical layer, sometimes described as an analytics fabric. By defining assumptions and outcome logic once and reusing them across tools and reporting, firms can ensure consistency, traceability and faster adaptation to regulatory insight.
The next chapter of Consumer Duty will be defined not by policies, but by proof, Kidbrooke concluded.
For more insights into Consumer Duty, read the full story here.
Copyright © 2026 FinTech Global
Copyright © 2018 RegTech Analyst
