The 28-page Root Cause Identification Process Manual & Template is an FCA-aligned guide for pinpointing and resolving poor customer outcomes under the Consumer Duty. Based on PRIN 2A.9, FG22/5, FS25/2 (2025 updates), and Q1 2025 board reviews, it ensures evidence-based analysis to prevent recurrence, improve outcomes, and protect vulnerable customers.
It details systematic, customer-focused, and proportionate RCA principles, with a step-by-step process for issue detection, data analysis, and remediation. Featuring tools like 5 Whys, Fishbone Diagrams, and customisable templates, it supports board reporting and audits, delivering measurable gains, such as 24% better outcomes per Q1 2025 findings.
Includes:
Overview of Root Cause Identification in the Consumer Duty
Key FCA Requirements (PRIN 2A.9 and Related Guidance)
Integration with Cross-Cutting Obligations
Best Practices
Systematic and Objective Analysis
Customer Impact and Vulnerability
Evidence-Based Approach
Proportionality, Timeliness and Preventive Orientation
Step-by-Step Methodology
Tools and Techniques
Remediation Plans
Record Keeping Requirements
RCA Forms
RCA Templates
Example Completed Templates
The 28-page Root Cause Identification Process Manual & Template is an FCA-aligned guide for pinpointing and resolving poor customer outcomes under the Consumer Duty. Based on PRIN 2A.9, FG22/5, FS25/2 (2025 updates), and Q1 2025 board reviews, it ensures evidence-based analysis to prevent recurrence, improve outcomes, and protect vulnerable customers.
It details systematic, customer-focused, and proportionate RCA principles, with a step-by-step process for issue detection, data analysis, and remediation. Featuring tools like 5 Whys, Fishbone Diagrams, and customisable templates, it supports board reporting and audits, delivering measurable gains, such as 24% better outcomes per Q1 2025 findings.
Includes:
Overview of Root Cause Identification in the Consumer Duty
Key FCA Requirements (PRIN 2A.9 and Related Guidance)
Integration with Cross-Cutting Obligations
Best Practices
Systematic and Objective Analysis
Customer Impact and Vulnerability
Evidence-Based Approach
Proportionality, Timeliness and Preventive Orientation
Step-by-Step Methodology
Tools and Techniques
Remediation Plans
Record Keeping Requirements
RCA Forms
RCA Templates
Example Completed Templates
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