Consumer Duty consultant.
Three years into the Consumer Duty, most firms I talk to are in a similar place. The paperwork is done. The board report goes in every July. And if I ask whether any of it has changed what customers actually experience, the honest answer is usually “a bit, in places.”
If that's you, you're not behind, you're normal. But the FCA has moved on from “show me your plan” to “show me your evidence”, and that's a different job. It's the job I do.
What I help with
- Annual board reports. Drafting them, gathering the evidence, or just giving yours a proper external challenge before a NED does. That review is often the best few days I sell.
- Outcomes monitoring built around data your teams already produce. You don't need a new reporting industry, you need the right ten metrics and someone who'll say which ones those are.
- Fair value assessments that would survive an information request, especially on closed books and legacy products (the awkward ones nobody volunteers for).
- Product and proposition reviews against the four outcomes, with fixes, not just findings.
- Embedding. Training, decision frameworks, governance. The Duty shouldn't live only in your compliance team, and the FCA has said as much.
Why me
I spent seven years at a FTSE 100 insurer across proposition, customer strategy and customer sustainability, so I've been on the receiving end of regulatory change as well as advising on it. I know what boards actually ask, what good practice looks like in the FCA's reviews, and what's realistic inside a real change budget (usually less than the plan assumes). I write regularly about the Duty and where the FCA is heading.
Proof
[PROOF POINT TO ADD BEFORE LAUNCH: one real client outcome, anonymised is fine]
How we can work together
As a consultant on a defined project, as a contractor on day rates, or as an interim if the gap is a person rather than a project. Fully remote on CET hours, on site when it matters, flexible on contracting route, and I'll be straight about rates on the first call.
Related thinking
- The FCA's Vulnerability Review: What It Means for Product and Proposition Design
- The FCA's Financial Inclusion Remit: Why the Words Matter
- Inclusive Design Is Not a Compliance Exercise
Get in touch
Got a Duty deadline or a nagging gap? Tell me about it in a couple of sentences, whatever's easiest, and I'll give you an honest answer on whether I'm the right person.
Common questions
Do you work with firms of all sizes?
Yes. For a large insurer it might be a full outcomes framework. For a fintech it might be five days making sure your first board report doesn't embarrass you.
Can you review our board report rather than write it?
Yes, and it's often the smartest money. Structured external challenge before it reaches the board, typically two to four days.
Are you a compliance consultant?
No, and that's rather the point. I come at the Duty from customer experience and proposition, which is where the FCA says the evidence should come from. I work alongside your compliance team, not instead of them.