Testing & Evidencing Customer Outcomes

Above all, the FCA expects authorised firms to ensure they are treating customers fairly and this means all firms must be able to consistently evidence that fair treatment of customers is at the heart of their business model.

But how do you evidence this without it becoming simply a tick-box exercise? Effective outcomes testing provides authorised firms with a valuable opportunity to not only improve relationships when something goes wrong, but also enables the firm the opportunity to proactively make changes that deliver good outcomes to all customers. At Themis Consultancy we have developed methodologies which can help firms monitor and test that customers truly are being treated fairly.