Consumer Duty outcomes monitoring template
A template for monitoring the four Consumer Duty outcomes with data: what to measure, how to spot harm, and how to evidence that customers are getting good outcomes.
Why it matters
The Consumer Duty expects firms not just to aim for good outcomes but to monitor them and act where groups of customers are being harmed. This template turns the four outcomes into a practical measurement plan.
What to include
Products and services
Metrics: target-market fit, take-up by segment, product reviews completed. Harm signals: high early redemptions, products sold outside the target market.
Price and value
Metrics: fees versus benefits, outcomes by segment, fair-value assessments completed. Harm signals: loyalty penalties, segments paying more for the same outcome.
Consumer understanding
Metrics: comprehension testing results, complaint themes, contact rates for clarification. Harm signals: misunderstanding concentrated in a group.
Consumer support
Metrics: time to resolve, ease of cancelling or complaining, forbearance offered and sustained. Harm signals: sludge, long waits, poor arrears outcomes.
Vulnerable customers
Cut every metric above by vulnerability, and watch for worse outcomes among vulnerable groups.
Governance
Who reviews the dashboard, how often, what triggers action, and how findings reach the board.
This template is general guidance to help you structure your own document. It is not legal, regulatory or compliance advice, and it is not a substitute for your own policies or professional advice. Adapt it to your firm, products and current regulatory requirements.
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