Consumer Duty outcomes monitoring: The FCA has published the findings of its review into firms’ Consumer Duty outcomes monitoring arrangements, identifying good and poor practice in several areas. These included firms’ strategies and frameworks, data, management information (MI), testing and governance, oversight and culture. Stronger firms were found to use structured, evidence-based monitoring and MI to identify risks, assess customer journeys, challenge performance and improve outcomes. Firms where improvements were required often lacked proactive, outcomes-focused monitoring and could not clearly demonstrate how insights led to action.
Consumer Duty products and services: The FCA has published the findings of its review into firms' approaches to the Consumer Duty's products and services outcome. The review showed encouraging signs of improvement, with evidence of strengthened product governance, however, practices were inconsistent across firms. Similar to the outcomes monitoring findings (see above), stronger firms’ approaches were structured and evidence-based, and focused on the use of MI to improve customer outcomes. Weaker practices included placing too much reliance on broad or generic target markets which can inhibit suitability assessments and subsequent outcomes monitoring, use of high-level monitoring frameworks, and failure to demonstrate links between monitoring and actions.
General insurance value measures: The FCA’s post-implementation review found that the rules have improved transparency and supported firms’ compliance with fair value requirements. However, their effectiveness is being undermined by inconsistency in reporting and other limitations. Ahead of a wider consultation expected in H1 2027, the FCA is consulting on removing two measures that it neither publishes nor uses widely in supervision: the threshold above which the top 2% of claim pay-outs fall, and the names of firms’ five largest distribution arrangements for each product. If confirmed, firms will be able to apply the changes to their 2026 and 2027 submissions, with mandatory implementation from the 2028 reporting year.
Vulnerable customers outcomes: The FCA has published findings from its review into payment and e-money firms’ vulnerable customer outcomes. It found many examples of positive practice but also opportunities for firms to strengthen the way they identify vulnerability, monitor outcomes and improve support. Firms delivering the best outcomes had invested time in understanding their customers and designing support around real needs, adapted communications and used feedback and data to monitor the effectiveness of arrangements, making adjustments where required. Opportunities for improvements included enhanced testing and assurance, more developed MI and outcomes monitoring, and stronger oversight of intermediaries.
General insurance vertically integrated business models: The FCA has published guidance on its expectations for general insurance firms operating vertically integrated business models or closely connected commercial arrangements. The guidance aims to help firms identify, prevent and manage potential conflicts of interest to ensure good customer outcomes.
Motor finance redress scheme implementation: The FCA has published feedback and examples of good and poor practice following its review of firms’ implementation plans for the motor finance consumer redress scheme. Although most firms understood the high-level requirements, many plans lacked sufficient operational detail, execution controls and clear delivery frameworks. In-scope firms should be able to evidence how they will identify affected customers, manage operational workflows, calculate redress and oversee third parties. The FCA highlights these as priority areas for strengthening delivery models to achieve fair, consistent and timely consumer outcomes.
Modernising redress: The FOS has confirmed several changes to the way it operates the redress system. Revised complaint dismissal rules will apply from October 2026. The FOS has also clarified that the fair and reasonable test will reflect the standards in force when the complaint issue occurred. This will apply to all current and future complaints despite rule changes not taking effect until 1 October 2026. The introduction of a new case-registration stage will follow a consultation on differential case fees expected later this year. Looking ahead, the FOS expects to publish its first joint thematic reviews with the FCA by the end of 2026. Legislative changes to the operation of the redress system and the FOS are progressing through parliament in the Financial Services and Markets Bill.
Complaints data: Q1 2026/2027 data from the FOS showed that overall complaint levels remained stable with 53,600 cases raised between April and June 2026. Levels were significantly lower than Q1 2025/2026 due to a drop in motor finance commission cases. Current accounts continued to be the most complained-about product, primarily driven by fraud and scams, while car and motorcycle insurance and travel insurance complaints saw significant increases.
Basic bank accounts: An FCA review of Basic Bank Accounts (BBAs) has found that firms are not providing enough support to consumers who may need them, with one-third of mystery shopping interactions rated poor or very poor. Key failings include not raising BBAs early enough, not responding flexibly to vulnerable customers’ needs, and creating avoidable barriers for consumers with non-standard identification or no fixed address. The nine UK banks legally mandated to offer BBAs have agreed individual improvement plans with the FCA. In parallel, the FCA and UK Finance have secured a collective commitment from the banks that they will address the issues identified. UK Finance will lead a sector-wide review process to monitor progress after six and 12 months.
Access to finance: The FCA’s review of small and medium-sized enterprises (SMEs) has found no evidence that its regulation is a major barrier for SME access to finance. Many of the challenges identified for SMEs relate to limited awareness of finance options, complex application processes, duplicated checks and difficulties accessing suitable products. Looking ahead, the FCA will focus on three areas to help reduce regulatory friction:
- Consumer Credit Act reform to support a more proportionate regulatory regime.
- Open Finance, prioritising SME lending as a key use case.
- Digital verification, to assess whether the FCA could reduce duplicated customer checks while maintaining effective financial crime controls.