The 27-page Customer Support Monitoring Policies and MI Suite Manual & Template is an FCA-aligned guide for ensuring accessible, effective retail customer support under the Consumer Duty. Built on PRIN 2A.6, FG22/5, FS25/2 (2025 updates), and March 2025 reviews, it promotes data-driven monitoring to reduce barriers and enhance service, achieving up to 23% resolution gains.
It outlines customer-centric and inclusive principles, as well as a step-by-step process for tracking support performance across various channels. With MI dashboards, qualitative/quantitative metrics, and customizable templates, it supports audits, board reporting, and SMCR accountability, aligning with Q1 2025 thematic reviews for equitable, responsive support.
Includes:
Overview of Customer Support Monitoring in the Consumer Duty
Key FCA Requirements
Integration with the Cross-Cutting Obligations
Best Practice
Customer-Centric and Responsive Support
Accessibility and Barrier Reduction
Vulnerability and Inclusivity Focus
Policies and Processes
Review, Remediation and Adaptation
Record Keeping Requirements
Monitoring Checklist
MI Dashboard Template
Example Completed Templates
FCA References
The 27-page Customer Support Monitoring Policies and MI Suite Manual & Template is an FCA-aligned guide for ensuring accessible, effective retail customer support under the Consumer Duty. Built on PRIN 2A.6, FG22/5, FS25/2 (2025 updates), and March 2025 reviews, it promotes data-driven monitoring to reduce barriers and enhance service, achieving up to 23% resolution gains.
It outlines customer-centric and inclusive principles, as well as a step-by-step process for tracking support performance across various channels. With MI dashboards, qualitative/quantitative metrics, and customizable templates, it supports audits, board reporting, and SMCR accountability, aligning with Q1 2025 thematic reviews for equitable, responsive support.
Includes:
Overview of Customer Support Monitoring in the Consumer Duty
Key FCA Requirements
Integration with the Cross-Cutting Obligations
Best Practice
Customer-Centric and Responsive Support
Accessibility and Barrier Reduction
Vulnerability and Inclusivity Focus
Policies and Processes
Review, Remediation and Adaptation
Record Keeping Requirements
Monitoring Checklist
MI Dashboard Template
Example Completed Templates
FCA References
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