In this interview with Ozge Ibrahim, FCA Head of Competition Policy, Ed Smith, returns to the Inside FCA Podcast to explain the expectations for outcomes monitoring under the Consumer Duty. The Duty requires firms to assess, test, understand and evidence the outcomes their customers are receiving. Ed outlines why the FCA put these requirements in place, how firms should go about monitoring outcomes, and the processes they should use to ultimately ensure they achieve good outcomes for their customers.
