{"id":29933,"date":"2026-05-05T12:29:12","date_gmt":"2026-05-05T12:29:12","guid":{"rendered":"https:\/\/www.evolutionfunding.com\/public\/?page_id=29933"},"modified":"2026-06-05T15:15:53","modified_gmt":"2026-06-05T15:15:53","slug":"annual-consumer-duty-board-report","status":"publish","type":"page","link":"https:\/\/www.evolutionfunding.com\/public\/compliance-hub\/annual-consumer-duty-board-report\/","title":{"rendered":"Annual Consumer Duty Board Report"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"29933\" class=\"elementor elementor-29933\">\n\t\t\t\t<div class=\"elementor-element elementor-element-3bed5dd e-flex e-con-boxed e-con e-parent\" data-id=\"3bed5dd\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-d10fe88 e-con-full e-flex e-con e-child\" data-id=\"d10fe88\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-7ac5831 e-con-full e-flex e-con e-child\" data-id=\"7ac5831\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-b50e59c elementor-view-default elementor-widget elementor-widget-icon\" data-id=\"b50e59c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-wrapper\">\n\t\t\t<div class=\"elementor-icon\">\n\t\t\t<i class=\"spectre-lucide-book-alert spectre-icon--style-outline\" aria-hidden=\"true\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"> <path d=\"M12 13h.01\"\/> <path d=\"M12 6v3\"\/> <path d=\"M4 19.5v-15A2.5 2.5 0 0 1 6.5 2H19a1 1 0 0 1 1 1v18a1 1 0 0 1-1 1H6.5a1 1 0 0 1 0-5H20\"\/> <\/svg><\/i>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b6ec7a9 elementor-widget elementor-widget-heading\" data-id=\"b6ec7a9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Annual Consumer Duty Board Report<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-d258a95 e-con-full e-flex e-con e-child\" data-id=\"d258a95\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-887c173 elementor-widget-tablet__width-initial elementor-widget elementor-widget-heading\" data-id=\"887c173\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Guidance for Introducers<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-bc0b2c9 e-flex e-con-boxed e-con e-parent\" data-id=\"bc0b2c9\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-a78fd89 e-con-full e-flex e-con e-child\" data-id=\"a78fd89\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-16bcbf5 e-con-full e-flex e-con e-child\" data-id=\"16bcbf5\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-750f2d1 elementor-widget elementor-widget-text-editor\" data-id=\"750f2d1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tThis guide has been designed to help our introducers understand the regulatory requirements for Annual Consumer Duty Board Report.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b7f35bd elementor-widget elementor-widget-text-editor\" data-id=\"b7f35bd\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tThe information provided in this guide is for reference and guidance only, and is based on our interpretation of the requirements. It is your responsibility to ensure your Annual Consumer Duty Board Report follows the requirements set out by the Financial Conduct Authority.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7233066 elementor-widget elementor-widget-text-editor\" data-id=\"7233066\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tBy not conforming to the FCA rules and guidance, you may be subject to regulatory enforcement.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-689fe55 elementor-widget elementor-widget-text-editor\" data-id=\"689fe55\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>All FCA-authorised firms need a Consumer Duty annual report signed off by the business.<\/p><p>There is no template, format, or method of producing the report given by the regulator. You must make sure your report is proportionate for the size of your firm but detailed enough to explain to the FCA (if they ask for a copy) how you monitor and identify that you are meeting the requirements of the duty. This guidance provides examples of the type of data you could use if you have it.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-f2afd99 e-flex e-con-boxed e-con e-parent\" data-id=\"f2afd99\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-aa2ada9 e-con-full e-flex e-con e-child\" data-id=\"aa2ada9\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-08d86a8 e-con-full e-flex e-con e-child\" data-id=\"08d86a8\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-d62ad93 e-con-full e-flex e-con e-child\" data-id=\"d62ad93\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-404246e elementor-widget elementor-widget-heading\" data-id=\"404246e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Remember:<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1c6c391 elementor-widget elementor-widget-text-editor\" data-id=\"1c6c391\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<ul style=\"margin-left: -20px;\"><li style=\"margin-bottom: 5px;\">Signed off report.<\/li><li style=\"margin-bottom: 5px;\">Needs to be done annually, but the first report can be for a period of your choosing.<\/li><li style=\"margin-bottom: 5px;\">All areas across your business should get involved with the report and provide data.<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-a803826 e-con-full e-flex e-con e-child\" data-id=\"a803826\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-019c133 elementor-widget elementor-widget-heading\" data-id=\"019c133\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">The report should:<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a0f5bf6 elementor-widget elementor-widget-text-editor\" data-id=\"a0f5bf6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<ul style=\"margin-left: -20px;\"><li style=\"margin-bottom: 5px;\">Be clear with no jargon. Include what you have done, what you have found and any gaps you need to fill.<\/li><li style=\"margin-bottom: 5px;\">Include the poor results as well as the good.<\/li><li style=\"margin-bottom: 5px;\">Back up what you say with the data you have.<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-c4c8632 e-flex e-con-boxed e-con e-parent\" data-id=\"c4c8632\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-d72159a e-con-full e-flex e-con e-child\" data-id=\"d72159a\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-9f9c581 e-con-full e-flex e-con e-child\" data-id=\"9f9c581\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-ea067e1 elementor-widget elementor-widget-heading\" data-id=\"ea067e1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Key things to remember<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-bc28330 elementor-widget elementor-widget-text-editor\" data-id=\"bc28330\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tEvery FCA-authorised firm needs to produce an annual Consumer Duty Report.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2e27d28 elementor-widget elementor-widget-text-editor\" data-id=\"2e27d28\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<ul style=\"margin-left: -20px;\">\n \t<li style=\"margin-bottom: 5px;\">You don\u2019t need to send a copy to the FCA, but they may request it.<\/li>\n \t<li style=\"margin-bottom: 5px;\">The report should be evidence-based, reviewed, and signed off by the most senior people in your business.<\/li>\n \t<li style=\"margin-bottom: 5px;\">The format should be simple and clear, without the use of jargon, and easy for other parties (e.g., the FCA) to understand without them delving deeper and asking questions about the firm\u2019s structure and operational model.<\/li>\n \t<li style=\"margin-bottom: 5px;\">You must explain how you decided on your approach; did you ask an independent third party to review elements such as communications? Did you test your existing communications with consumers?<\/li>\n \t<li style=\"margin-bottom: 5px;\">State whether there are any planned changes within the firm\u2019s business strategy, e.g. business expansion, which have the potential to affect customer outcomes.<\/li>\n \t<li style=\"margin-bottom: 5px;\">Include in the report management information (MI) that you regularly use within your business.<\/li>\n \t<li style=\"margin-bottom: 5px;\">Make sure the data you use shows how you identify and monitor Consumer Duty.<\/li>\n \t<li style=\"margin-bottom: 5px;\">Focus on the four Consumer Duty Outcomes, as well as Principle 12.<\/li>\n<\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-bfeb7d9 e-flex e-con-boxed e-con e-parent\" data-id=\"bfeb7d9\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-086bfce e-con-full e-flex e-con e-child\" data-id=\"086bfce\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-518c997 elementor-view-stacked elementor-shape-rounded elementor-widget elementor-widget-icon\" data-id=\"518c997\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-wrapper\">\n\t\t\t<div class=\"elementor-icon\">\n\t\t\t<i class=\"spectre-lucide-shield spectre-icon--style-outline\" aria-hidden=\"true\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"> <path d=\"M20 13c0 5-3.5 7.5-7.66 8.95a1 1 0 0 1-.67-.01C7.5 20.5 4 18 4 13V6a1 1 0 0 1 1-1c2 0 4.5-1.2 6.24-2.72a1.17 1.17 0 0 1 1.52 0C14.51 3.81 17 5 19 5a1 1 0 0 1 1 1z\"\/> <\/svg><\/i>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-94631a6 elementor-widget elementor-widget-heading\" data-id=\"94631a6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Four Consumer Duty Outcomes and Principle 12<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6e40d7b elementor-widget elementor-widget-text-editor\" data-id=\"6e40d7b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>The Financial Conduct Authority (FCA) outlines four key Consumer Duty Outcomes to ensure financial firms treat customers fairly and deliver good outcomes. These outcomes aim to foster trust and protect consumers in the financial market.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-8dcf0d7 e-con-full e-flex e-con e-child\" data-id=\"8dcf0d7\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-23a74fb e-con-full e-flex e-con e-child\" data-id=\"23a74fb\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-657a4c9 elementor-widget elementor-widget-heading\" data-id=\"657a4c9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">1. Products and Services<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-70e8326 elementor-widget elementor-widget-text-editor\" data-id=\"70e8326\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tFinancial products and services should be designed to meet the needs of consumers and be targeted at the right customer groups. This ensures that customers are sold products that are suitable and beneficial for them.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-22b84c0 e-con-full e-flex e-con e-child\" data-id=\"22b84c0\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-86cc669 elementor-widget elementor-widget-heading\" data-id=\"86cc669\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">2. Price and Value<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0735351 elementor-widget elementor-widget-text-editor\" data-id=\"0735351\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tPrices for financial products and services should reflect fair value, meaning customers should get good quality at a reasonable cost. Firms must avoid unfair charges and ensure their pricing is transparent and justifiable.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-e76aa72 e-con-full e-flex e-con e-child\" data-id=\"e76aa72\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-5f0c27c e-con-full e-flex e-con e-child\" data-id=\"5f0c27c\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-2d934aa elementor-widget elementor-widget-heading\" data-id=\"2d934aa\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">3. Consumer Understanding<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-308c62c elementor-widget elementor-widget-text-editor\" data-id=\"308c62c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tInformation provided to consumers should be clear, accurate, and understandable. This helps customers make informed decisions about financial products and services. Firms should communicate in a way that is accessible and not misleading.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-4614407 e-con-full e-flex e-con e-child\" data-id=\"4614407\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-8535ad2 elementor-widget elementor-widget-heading\" data-id=\"8535ad2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">4. Consumer Support<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-64a4dfc elementor-widget elementor-widget-text-editor\" data-id=\"64a4dfc\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tFirms should offer helpful and responsive customer service that supports consumers throughout their relationship with the company. This includes providing timely assistance and resolving issues effectively.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-009acdf e-con-full e-flex e-con e-child\" data-id=\"009acdf\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-73761c1 elementor-widget elementor-widget-text-editor\" data-id=\"73761c1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tPrinciple 12 of the Consumer Duty focuses on ensuring that financial firms act to deliver good outcomes for retail customers.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f5c6e53 elementor-widget elementor-widget-text-editor\" data-id=\"f5c6e53\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tThree Cross-Cutting Rules:\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d6c6823 elementor-widget elementor-widget-text-editor\" data-id=\"d6c6823\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<ul style=\"margin-left: -20px;\">\n \t<li style=\"margin-bottom: 5px;\"><strong>Acting in Good Faith:<\/strong> Firms must always act in an honest, fair, and open manner with their customers.<\/li>\n \t<li style=\"margin-bottom: 5px;\"><strong>Avoiding Foreseeable Harm:<\/strong> Firms should take proactive steps to prevent practices or products that could cause harm to customers<\/li>\n \t<li style=\"margin-bottom: 5px;\"><strong>Enabling Good Outcomes:<\/strong> Firms must ensure that their actions, products, and services help customers achieve positive financial outcomes<\/li>\n<\/ul>\nThis includes supporting informed decision-making and providing value. Principle 12 emphasises that firms are responsible for prioritising customer interests and fostering a trustworthy, fair financial market.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-701f5f9 e-flex e-con-boxed e-con e-parent\" data-id=\"701f5f9\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-488150e e-con-full e-flex e-con e-child\" data-id=\"488150e\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-726faab elementor-widget elementor-widget-heading\" data-id=\"726faab\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">When starting your report, ask yourself the FCA\u2019s 10 key questions on Consumer Duty:<\/h2>\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-8172471 e-con-full e-flex e-con e-child\" data-id=\"8172471\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-af2c4df e-con-full e-flex e-con e-child\" data-id=\"af2c4df\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-e1d12dc elementor-widget elementor-widget-heading\" data-id=\"e1d12dc\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">1.<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7c3723f elementor-widget elementor-widget-text-editor\" data-id=\"7c3723f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tAre you satisfied your products and services are well designed to meet the needs of consumers in the target market, and perform as expected? What testing has been conducted?\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-004b723 e-con-full e-flex e-con e-child\" data-id=\"004b723\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-65f6014 elementor-widget elementor-widget-heading\" data-id=\"65f6014\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">2.<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d28fca9 elementor-widget elementor-widget-text-editor\" data-id=\"d28fca9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tHow do you adapt your communications to meet the needs of customers with characteristics of vulnerability, and how do you know these adaptations are effective?\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-f628015 e-con-full e-flex e-con e-child\" data-id=\"f628015\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-3e8f4a8 elementor-widget elementor-widget-heading\" data-id=\"3e8f4a8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">3.<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f7e94b9 elementor-widget elementor-widget-text-editor\" data-id=\"f7e94b9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tDo your products or services have features that could risk harm for groups of customers with characteristics of vulnerability? If so, what changes to the design of your products and services are you making?\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-d73bd90 e-con-full e-flex e-con e-child\" data-id=\"d73bd90\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-3f5c960 e-con-full e-flex e-con e-child\" data-id=\"3f5c960\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-d0da97b elementor-widget elementor-widget-heading\" data-id=\"d0da97b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">4.<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c526f5a elementor-widget elementor-widget-text-editor\" data-id=\"c526f5a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tWhat assessment have you made about whether your customer support is meeting the needs of customers with characteristics of vulnerability? What data, MI and customer feedback is being used to support this assessment?\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-1be65d9 e-con-full e-flex e-con e-child\" data-id=\"1be65d9\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-411ba3b elementor-widget elementor-widget-heading\" data-id=\"411ba3b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">5.<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a62f9ef elementor-widget elementor-widget-text-editor\" data-id=\"a62f9ef\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tWhat action have you taken as a result of your fair value assessments, and how are you ensuring this action is effective in improving consumer outcomes?\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-bc9efab e-con-full e-flex e-con e-child\" data-id=\"bc9efab\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-8f80390 elementor-widget elementor-widget-heading\" data-id=\"8f80390\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">6.<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-80bf745 elementor-widget elementor-widget-text-editor\" data-id=\"80bf745\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tHow have you satisfied yourself that the quality and availability of any post-sale support you have is as good as your pre-sale support?\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-c06a88e e-con-full e-flex e-con e-child\" data-id=\"c06a88e\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-22b6782 e-con-full e-flex e-con e-child\" data-id=\"22b6782\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-a76d316 elementor-widget elementor-widget-heading\" data-id=\"a76d316\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">7.<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9b75503 elementor-widget elementor-widget-text-editor\" data-id=\"9b75503\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tWhat data, MI and other intelligence are you using to monitor the fair value of your products and services on an ongoing basis?\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-a477271 e-con-full e-flex e-con e-child\" data-id=\"a477271\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-129eb00 elementor-widget elementor-widget-heading\" data-id=\"129eb00\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">8.<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-62ef141 elementor-widget elementor-widget-text-editor\" data-id=\"62ef141\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tDo individuals throughout your firm \u2013 including those in control and support functions \u2013 understand their role and responsibility in delivering the Duty?\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-db0bbcf e-con-full e-flex e-con e-child\" data-id=\"db0bbcf\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-81e8041 elementor-widget elementor-widget-heading\" data-id=\"81e8041\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">9.<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8ebb562 elementor-widget elementor-widget-text-editor\" data-id=\"8ebb562\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tHow are you testing the effectiveness of your communications? How are you acting on these results?\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-9233ec7 e-con-full e-flex e-con e-child\" data-id=\"9233ec7\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-afe3304 e-con-full e-flex e-con e-child\" data-id=\"afe3304\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-f74d738 elementor-widget elementor-widget-heading\" data-id=\"f74d738\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">10.<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2394b5c elementor-widget elementor-widget-text-editor\" data-id=\"2394b5c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tHave you identified the key risks to your ability to deliver good outcomes to customers and put appropriate mitigants in place?\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-90f2180 e-con-full e-flex e-con e-child\" data-id=\"90f2180\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-6674cc7 e-con-full e-flex e-con e-child\" data-id=\"6674cc7\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-316d00b e-con-full e-flex e-con e-child\" data-id=\"316d00b\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-358b198 elementor-widget elementor-widget-heading\" data-id=\"358b198\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">An example of report contents structure<\/h2>\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-2e48c86 e-con-full e-flex e-con e-child\" data-id=\"2e48c86\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-f1de6c1 elementor-widget elementor-widget-raven-advanced-accordion\" data-id=\"f1de6c1\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;scroll_to_content&quot;:&quot;false&quot;}\" data-widget_type=\"raven-advanced-accordion.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t<div id=\"jupiterx-advanced-accordion-wrapper\" class=\"jupiterx-advanced-accordion-wrapper\">\n\t\t\t\t<div class=\"jupiterx-advanced-accordion-inner-wrapper\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"jupiterx-single-advanced-accordion-wrapper  jx-ac-first  jx-ac-last  jx-ac-inactive\" id=\"\" >\n\t\t\t\t<div class=\"jx-single-accordion-header\">\n\t\t\t\t\t<div class=\"jx-single-accordion-header-left\">\n\t\t\t\t\t\t<div class=\"jx-single-accordion-header-icon-toggle-wrapper jx-single-accordion-header-icon-toggle-wrapper-hide\" >\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<span class=\"jx-ac-title\">Click to view the example<\/span>\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"jx-single-accordion-header-right\">\n\t\t\t\t\t\t<i class=\"spectre-lucide-chevron-down jx-ac-icon-body-closed jx-ac-toggle-icon spectre-icon--style-outline\" aria-hidden=\"true\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"> <path d=\"m6 9 6 6 6-6\"\/> <\/svg><\/i><i class=\"spectre-lucide-chevron-up jx-ac-icon-body-opened jx-ac-toggle-icon spectre-icon--style-outline\" aria-hidden=\"true\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"> <path d=\"m18 15-6-6-6 6\"\/> <\/svg><\/i>\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"jx-single-accordion-body  jx-ac-body-none\">\n\t\t\t\t\t<div class=\"jx-ac-content\">\n\t\t\t\t\t\t<div class=\"jx-ac-content-inner-wrapper\">\n\t\t\t\t\t\t\t<div class=\"jupiterx-ac-content-is-editor\"><ul><li>Executive Summary<\/li><li>Consumer Duty Champion statement - do they think the business has met the requirements?<\/li><li>Scope and approach taken to implement and embed the Consumer Duty.<\/li><li>Cross-cutting rules \u2013 high level, how do you meet the three cross-cutting rules of Principle 12?<ul><li>Act in good faith towards retail customers<\/li><li>Avoid foreseeable harm to retail customers<\/li><li>Enable and support retail customers to pursue their financial objective<\/li><\/ul><\/li><li>Outcomes monitoring MI \u2013 evidencing how you have monitored customer outcomes and adherence to the duty via management information.<\/li><li>Business strategy - What is your strategy, and is it aligned with delivering good outcomes under the Duty? Do you have any business changes planned?<\/li><li>Culture and Purpose - How your firm\u2019s culture and purpose align with the Duty. What does your website say about your business? How do you promote yourselves to your customers?<\/li><li>Future commitments - How you intend to act on areas for improvement and implement any new initiatives for further adherence to the Duty.<\/li><li>Board approval \u2013 It is very important to document this and show how they challenged the report.<\/li><\/ul><\/div>\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-3bf4488 e-con-full e-flex e-con e-child\" data-id=\"3bf4488\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-ce49e65 elementor-widget elementor-widget-text-editor\" data-id=\"ce49e65\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<strong>Appendices<\/strong> &#8211; include these if it helps. You could also include a copy of your implementation plan and any additional data you have.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-86cd660 e-flex e-con-boxed e-con e-parent\" data-id=\"86cd660\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-3731065 e-con-full e-flex e-con e-child\" data-id=\"3731065\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-057cc8d elementor-view-stacked elementor-shape-rounded elementor-widget elementor-widget-icon\" data-id=\"057cc8d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-wrapper\">\n\t\t\t<div class=\"elementor-icon\">\n\t\t\t<i class=\"spectre-lucide-message-circle-question-mark spectre-icon--style-outline\" aria-hidden=\"true\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"> <path d=\"M2.992 16.342a2 2 0 0 1 .094 1.167l-1.065 3.29a1 1 0 0 0 1.236 1.168l3.413-.998a2 2 0 0 1 1.099.092 10 10 0 1 0-4.777-4.719\"\/> <path d=\"M9.09 9a3 3 0 0 1 5.83 1c0 2-3 3-3 3\"\/> <path d=\"M12 17h.01\"\/> <\/svg><\/i>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e060bd2 elementor-widget elementor-widget-heading\" data-id=\"e060bd2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Questions to ask yourself in your Executive Summary and for your board approval<\/h2>\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-b89c781 e-con-full e-flex e-con e-child\" data-id=\"b89c781\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-c4c4869 e-con-full e-flex e-con e-child\" data-id=\"c4c4869\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-d4bf085 elementor-widget elementor-widget-heading\" data-id=\"d4bf085\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">1.<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-84e8f28 elementor-widget elementor-widget-text-editor\" data-id=\"84e8f28\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>How does your firm demonstrate compliance with principle 12?<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-5b877f8 e-con-full e-flex e-con e-child\" data-id=\"5b877f8\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-b808285 elementor-widget elementor-widget-heading\" data-id=\"b808285\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">2.<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-aa47fb8 elementor-widget elementor-widget-text-editor\" data-id=\"aa47fb8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tHow does your firm meet the cross-cutting rules? \t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-a56e99b e-con-full e-flex e-con e-child\" data-id=\"a56e99b\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-4879e17 elementor-widget elementor-widget-heading\" data-id=\"4879e17\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">3.<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-de8a0e8 elementor-widget elementor-widget-text-editor\" data-id=\"de8a0e8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tHow do your firm\u2019s products and services meet\nyour target market and work as expected?\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-f3bb729 e-con-full e-flex e-con e-child\" data-id=\"f3bb729\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-22bb8c3 e-con-full e-flex e-con e-child\" data-id=\"22bb8c3\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-506b634 elementor-widget elementor-widget-heading\" data-id=\"506b634\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">4.<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-605e9e9 elementor-widget elementor-widget-text-editor\" data-id=\"605e9e9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tAre your firm\u2019s products and services sold at a price that reflects their value, including fees? \t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-bd712d2 e-con-full e-flex e-con e-child\" data-id=\"bd712d2\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-64c129e elementor-widget elementor-widget-heading\" data-id=\"64c129e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">5.<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b42e8a5 elementor-widget elementor-widget-text-editor\" data-id=\"b42e8a5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tHow are your customers equipped to make good\ndecisions with information that is understandable\nand available at the right time?\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-fee488d e-con-full e-flex e-con e-child\" data-id=\"fee488d\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-5d43afc elementor-widget elementor-widget-heading\" data-id=\"5d43afc\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">6.<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-793f544 elementor-widget elementor-widget-text-editor\" data-id=\"793f544\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tHow are your customer service and post-sales\nsupport teams equipped to be responsive and helpful without unnecessary friction or barriers?\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-458ca65 e-flex e-con-boxed e-con e-parent\" data-id=\"458ca65\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-8a09f0a e-con-full e-flex e-con e-child\" data-id=\"8a09f0a\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-a146635 elementor-view-stacked elementor-shape-rounded elementor-widget elementor-widget-icon\" data-id=\"a146635\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-wrapper\">\n\t\t\t<div class=\"elementor-icon\">\n\t\t\t<i class=\"spectre-lucide-layout-list spectre-icon--style-outline\" aria-hidden=\"true\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"> <rect width=\"7\" height=\"7\" x=\"3\" y=\"3\" rx=\"1\"\/> <rect width=\"7\" height=\"7\" x=\"3\" y=\"14\" rx=\"1\"\/> <path d=\"M14 4h7\"\/> <path d=\"M14 9h7\"\/> <path d=\"M14 15h7\"\/> <path d=\"M14 20h7\"\/> <\/svg><\/i>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-00f5226 elementor-widget elementor-widget-heading\" data-id=\"00f5226\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Example structure for an Executive Summary<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7e9159f elementor-widget elementor-widget-text-editor\" data-id=\"7e9159f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tExecutive Summary\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6ae038d elementor-widget elementor-widget-raven-advanced-accordion\" data-id=\"6ae038d\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;scroll_to_content&quot;:&quot;false&quot;}\" data-widget_type=\"raven-advanced-accordion.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t<div id=\"jupiterx-advanced-accordion-wrapper\" class=\"jupiterx-advanced-accordion-wrapper\">\n\t\t\t\t<div class=\"jupiterx-advanced-accordion-inner-wrapper\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"jupiterx-single-advanced-accordion-wrapper  jx-ac-first  jx-ac-inactive\" id=\"\" >\n\t\t\t\t<div class=\"jx-single-accordion-header\">\n\t\t\t\t\t<div class=\"jx-single-accordion-header-left\">\n\t\t\t\t\t\t<div class=\"jx-single-accordion-header-icon-toggle-wrapper jx-single-accordion-header-icon-toggle-wrapper-hide\" >\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<span class=\"jx-ac-title\">1. Introduction<\/span>\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"jx-single-accordion-header-right\">\n\t\t\t\t\t\t<i class=\"spectre-lucide-chevron-down jx-ac-icon-body-closed jx-ac-toggle-icon spectre-icon--style-outline\" aria-hidden=\"true\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"> <path d=\"m6 9 6 6 6-6\"\/> <\/svg><\/i><i class=\"spectre-lucide-chevron-up jx-ac-icon-body-opened jx-ac-toggle-icon spectre-icon--style-outline\" aria-hidden=\"true\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"> <path d=\"m18 15-6-6-6 6\"\/> <\/svg><\/i>\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"jx-single-accordion-body  jx-ac-body-none\">\n\t\t\t\t\t<div class=\"jx-ac-content\">\n\t\t\t\t\t\t<div class=\"jx-ac-content-inner-wrapper\">\n\t\t\t\t\t\t\t<div class=\"jupiterx-ac-content-is-editor\"><ol><li>This report shows our commitment to treating customers fairly and delivering great service.<\/li><\/ol><\/div>\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"jupiterx-single-advanced-accordion-wrapper  jx-ac-inactive\" id=\"\" >\n\t\t\t\t<div class=\"jx-single-accordion-header\">\n\t\t\t\t\t<div class=\"jx-single-accordion-header-left\">\n\t\t\t\t\t\t<div class=\"jx-single-accordion-header-icon-toggle-wrapper jx-single-accordion-header-icon-toggle-wrapper-hide\" >\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<span class=\"jx-ac-title\">2. Key achievements and highlights<\/span>\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"jx-single-accordion-header-right\">\n\t\t\t\t\t\t<i class=\"spectre-lucide-chevron-down jx-ac-icon-body-closed jx-ac-toggle-icon spectre-icon--style-outline\" aria-hidden=\"true\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"> <path d=\"m6 9 6 6 6-6\"\/> <\/svg><\/i><i class=\"spectre-lucide-chevron-up jx-ac-icon-body-opened jx-ac-toggle-icon spectre-icon--style-outline\" aria-hidden=\"true\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"> <path d=\"m18 15-6-6-6 6\"\/> <\/svg><\/i>\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"jx-single-accordion-body  jx-ac-body-none\">\n\t\t\t\t\t<div class=\"jx-ac-content\">\n\t\t\t\t\t\t<div class=\"jx-ac-content-inner-wrapper\">\n\t\t\t\t\t\t\t<div class=\"jupiterx-ac-content-is-editor\"><ol><li>We\u2019ve improved our vehicle offerings, pricing, and customer service this year.<\/li><li>Customer feedback has been positive, showing better satisfaction.<\/li><\/ol><\/div>\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"jupiterx-single-advanced-accordion-wrapper  jx-ac-inactive\" id=\"\" >\n\t\t\t\t<div class=\"jx-single-accordion-header\">\n\t\t\t\t\t<div class=\"jx-single-accordion-header-left\">\n\t\t\t\t\t\t<div class=\"jx-single-accordion-header-icon-toggle-wrapper jx-single-accordion-header-icon-toggle-wrapper-hide\" >\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<span class=\"jx-ac-title\">3. Consumer Duty outcomes<\/span>\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"jx-single-accordion-header-right\">\n\t\t\t\t\t\t<i class=\"spectre-lucide-chevron-down jx-ac-icon-body-closed jx-ac-toggle-icon spectre-icon--style-outline\" aria-hidden=\"true\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"> <path d=\"m6 9 6 6 6-6\"\/> <\/svg><\/i><i class=\"spectre-lucide-chevron-up jx-ac-icon-body-opened jx-ac-toggle-icon spectre-icon--style-outline\" aria-hidden=\"true\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"> <path d=\"m18 15-6-6-6 6\"\/> <\/svg><\/i>\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"jx-single-accordion-body  jx-ac-body-none\">\n\t\t\t\t\t<div class=\"jx-ac-content\">\n\t\t\t\t\t\t<div class=\"jx-ac-content-inner-wrapper\">\n\t\t\t\t\t\t\t<div class=\"jupiterx-ac-content-is-editor\"><p><strong>Products and Services:<\/strong><\/p><ol><li>We offer vehicles and finance packages that match what our customers need.<\/li><li>We\u2019ve added new models and improved financing options.<\/li><\/ol><p><strong>Price and Value:<\/strong><\/p><ol><li>Our pricing is fair and competitive.<\/li><li>Customers get good value for their money.<\/li><\/ol><p><strong>Consumer Understanding:<\/strong><\/p><ol><li>We make sure all information about our cars and deals is clear and easy to understand.<\/li><li>We help customers make informed choices.<\/li><\/ol><p><strong>Consumer Support:<\/strong><\/p><ol><li>Our customer service is friendly and helpful.<\/li><li>We resolve issues quickly and efficiently.<\/li><\/ol><\/div>\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"jupiterx-single-advanced-accordion-wrapper  jx-ac-inactive\" id=\"\" >\n\t\t\t\t<div class=\"jx-single-accordion-header\">\n\t\t\t\t\t<div class=\"jx-single-accordion-header-left\">\n\t\t\t\t\t\t<div class=\"jx-single-accordion-header-icon-toggle-wrapper jx-single-accordion-header-icon-toggle-wrapper-hide\" >\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<span class=\"jx-ac-title\">4. Principle 12 compliance<\/span>\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"jx-single-accordion-header-right\">\n\t\t\t\t\t\t<i class=\"spectre-lucide-chevron-down jx-ac-icon-body-closed jx-ac-toggle-icon spectre-icon--style-outline\" aria-hidden=\"true\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"> <path d=\"m6 9 6 6 6-6\"\/> <\/svg><\/i><i class=\"spectre-lucide-chevron-up jx-ac-icon-body-opened jx-ac-toggle-icon spectre-icon--style-outline\" aria-hidden=\"true\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"> <path d=\"m18 15-6-6-6 6\"\/> <\/svg><\/i>\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"jx-single-accordion-body  jx-ac-body-none\">\n\t\t\t\t\t<div class=\"jx-ac-content\">\n\t\t\t\t\t\t<div class=\"jx-ac-content-inner-wrapper\">\n\t\t\t\t\t\t\t<div class=\"jupiterx-ac-content-is-editor\"><ol><li>We always act honestly and fairly.<\/li><li>We work to prevent any problems for our customers.<\/li><li>Our goal is to ensure every customer leaves happy with their purchase.<\/li><\/ol><\/div>\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"jupiterx-single-advanced-accordion-wrapper  jx-ac-inactive\" id=\"\" >\n\t\t\t\t<div class=\"jx-single-accordion-header\">\n\t\t\t\t\t<div class=\"jx-single-accordion-header-left\">\n\t\t\t\t\t\t<div class=\"jx-single-accordion-header-icon-toggle-wrapper jx-single-accordion-header-icon-toggle-wrapper-hide\" >\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<span class=\"jx-ac-title\">5. Challenges and areas for improvement<\/span>\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"jx-single-accordion-header-right\">\n\t\t\t\t\t\t<i class=\"spectre-lucide-chevron-down jx-ac-icon-body-closed jx-ac-toggle-icon spectre-icon--style-outline\" aria-hidden=\"true\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"> <path d=\"m6 9 6 6 6-6\"\/> <\/svg><\/i><i class=\"spectre-lucide-chevron-up jx-ac-icon-body-opened jx-ac-toggle-icon spectre-icon--style-outline\" aria-hidden=\"true\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"> <path d=\"m18 15-6-6-6 6\"\/> <\/svg><\/i>\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"jx-single-accordion-body  jx-ac-body-none\">\n\t\t\t\t\t<div class=\"jx-ac-content\">\n\t\t\t\t\t\t<div class=\"jx-ac-content-inner-wrapper\">\n\t\t\t\t\t\t\t<div class=\"jupiterx-ac-content-is-editor\"><ol><li>We faced some challenges this year but are working on improvements.<\/li><li>Next year, we\u2019ll focus on bettering our services and customer support.<\/li><\/ol><\/div>\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"jupiterx-single-advanced-accordion-wrapper  jx-ac-inactive\" id=\"\" >\n\t\t\t\t<div class=\"jx-single-accordion-header\">\n\t\t\t\t\t<div class=\"jx-single-accordion-header-left\">\n\t\t\t\t\t\t<div class=\"jx-single-accordion-header-icon-toggle-wrapper jx-single-accordion-header-icon-toggle-wrapper-hide\" >\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<span class=\"jx-ac-title\">6. Future commitments<\/span>\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"jx-single-accordion-header-right\">\n\t\t\t\t\t\t<i class=\"spectre-lucide-chevron-down jx-ac-icon-body-closed jx-ac-toggle-icon spectre-icon--style-outline\" aria-hidden=\"true\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"> <path d=\"m6 9 6 6 6-6\"\/> <\/svg><\/i><i class=\"spectre-lucide-chevron-up jx-ac-icon-body-opened jx-ac-toggle-icon spectre-icon--style-outline\" aria-hidden=\"true\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"> <path d=\"m18 15-6-6-6 6\"\/> <\/svg><\/i>\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"jx-single-accordion-body  jx-ac-body-none\">\n\t\t\t\t\t<div class=\"jx-ac-content\">\n\t\t\t\t\t\t<div class=\"jx-ac-content-inner-wrapper\">\n\t\t\t\t\t\t\t<div class=\"jupiterx-ac-content-is-editor\"><ol><li>We\u2019re committed to continuously improving our offerings, pricing, and customer service.<\/li><li>We have plans for new initiatives to enhance the customer experience<\/li><\/ol><\/div>\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"jupiterx-single-advanced-accordion-wrapper  jx-ac-last  jx-ac-inactive\" id=\"\" >\n\t\t\t\t<div class=\"jx-single-accordion-header\">\n\t\t\t\t\t<div class=\"jx-single-accordion-header-left\">\n\t\t\t\t\t\t<div class=\"jx-single-accordion-header-icon-toggle-wrapper jx-single-accordion-header-icon-toggle-wrapper-hide\" >\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<span class=\"jx-ac-title\">7. Conclusion<\/span>\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"jx-single-accordion-header-right\">\n\t\t\t\t\t\t<i class=\"spectre-lucide-chevron-down jx-ac-icon-body-closed jx-ac-toggle-icon spectre-icon--style-outline\" aria-hidden=\"true\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"> <path d=\"m6 9 6 6 6-6\"\/> <\/svg><\/i><i class=\"spectre-lucide-chevron-up jx-ac-icon-body-opened jx-ac-toggle-icon spectre-icon--style-outline\" aria-hidden=\"true\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"> <path d=\"m18 15-6-6-6 6\"\/> <\/svg><\/i>\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"jx-single-accordion-body  jx-ac-body-none\">\n\t\t\t\t\t<div class=\"jx-ac-content\">\n\t\t\t\t\t\t<div class=\"jx-ac-content-inner-wrapper\">\n\t\t\t\t\t\t\t<div class=\"jupiterx-ac-content-is-editor\"><ol><li>We\u2019re dedicated to providing the best for our customers.<\/li><li>We\u2019ll keep working hard to improve and meet our customers\u2019 needs.<\/li><\/ol><\/div>\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-cdcd296 e-con-full e-flex e-con e-child\" data-id=\"cdcd296\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-6712929 e-con-full e-flex e-con e-child\" data-id=\"6712929\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-8c24615 elementor-widget elementor-widget-text-editor\" data-id=\"8c24615\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tBe sure to explain HOW you can evidence each\nof these points within the report.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-9574156 e-flex e-con-boxed e-con e-parent\" data-id=\"9574156\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-6c08479 e-con-full e-flex e-con e-child\" data-id=\"6c08479\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-a32808f e-con-full e-flex e-con e-child\" data-id=\"a32808f\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-750944d e-con-full e-flex e-con e-child\" data-id=\"750944d\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-93a9bf1 elementor-view-default elementor-widget elementor-widget-icon\" data-id=\"93a9bf1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-wrapper\">\n\t\t\t<div class=\"elementor-icon\">\n\t\t\t<i class=\"spectre-lucide-award spectre-icon--style-outline\" aria-hidden=\"true\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"> <path d=\"m15.477 12.89 1.515 8.526a.5.5 0 0 1-.81.47l-3.58-2.687a1 1 0 0 0-1.197 0l-3.586 2.686a.5.5 0 0 1-.81-.469l1.514-8.526\"\/> <circle cx=\"12\" cy=\"8\" r=\"6\"\/> <\/svg><\/i>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9857627 elementor-widget elementor-widget-heading\" data-id=\"9857627\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Consumer Duty Board Champion<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-94342cc elementor-widget elementor-widget-text-editor\" data-id=\"94342cc\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>A Consumer Duty Board Champion is a senior individual within your business, typically a member of the board or leadership team, designated to lead and advocate for the firm\u2019s adherence to Consumer Duty principles.<\/p><p>Their primary role is ensuring consumer interests are central to the firm\u2019s culture, strategy, and operations.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-201e007 elementor-widget elementor-widget-heading\" data-id=\"201e007\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Role of the Consumer Duty Champion<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2c1b9a1 elementor-widget elementor-widget-text-editor\" data-id=\"2c1b9a1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p><strong>Leadership and Advocacy:<\/strong> Ensures we put customers first in everything we do.<\/p><p><strong>Oversight and Accountability:<\/strong> Monitors our compliance with Consumer Duty principles.<\/p><p><strong> Engagement and Communication:<\/strong> Promotes clear, honest communication with our customers.<\/p><p><strong> Reporting and Feedback:<\/strong> Provides updates on our progress and identifies areas for improvement.<\/p><p><strong> Future Focus:<\/strong> Plans for continuous improvements in customer service and satisfaction.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ba5d566 elementor-widget elementor-widget-text-editor\" data-id=\"ba5d566\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tThe Consumer Duty Board Champion should provide a dedicated section\nwithin the Annual Report, summarising the year\u2019s activities, challenges,\nand successes related to Consumer Duty. \t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-6b91220 e-con-full e-flex e-con e-child\" data-id=\"6b91220\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-9acaab8 elementor-view-default elementor-widget elementor-widget-icon\" data-id=\"9acaab8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-wrapper\">\n\t\t\t<div class=\"elementor-icon\">\n\t\t\t<i class=\"spectre-lucide-file-chart-column spectre-icon--style-outline\" aria-hidden=\"true\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"> <path d=\"M6 22a2 2 0 0 1-2-2V4a2 2 0 0 1 2-2h8a2.4 2.4 0 0 1 1.704.706l3.588 3.588A2.4 2.4 0 0 1 20 8v12a2 2 0 0 1-2 2z\"\/> <path d=\"M14 2v5a1 1 0 0 0 1 1h5\"\/> <path d=\"M8 18v-1\"\/> <path d=\"M12 18v-6\"\/> <path d=\"M16 18v-3\"\/> <\/svg><\/i>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e9cb570 elementor-widget elementor-widget-heading\" data-id=\"e9cb570\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Example Consumer Duty Board Champion Statement<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-16fc57d elementor-widget elementor-widget-heading\" data-id=\"16fc57d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Consumer Duty Champion Report<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ab42c46 elementor-widget elementor-widget-text-editor\" data-id=\"ab42c46\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p><strong>Introduction:<\/strong> As the Consumer Duty Champion, I ensure we always prioritise our customers\u2019 needs and provide excellent service.<\/p><p><strong>Leadership and Strategic Influence:<\/strong> This year, I\u2019ve worked with our team to ensure our products and services meet our customers\u2019 needs. We\u2019ve reviewed our inventory, financing options, and sales practices to deliver better value.<\/p><p><strong>Oversight and Accountability:<\/strong> I\u2019ve tracked our progress following Consumer Duty principles. We\u2019ve conducted regular reviews to ensure we\u2019re treating customers fairly and meeting their expectations.<\/p><p><strong> Engagement and Communication:<\/strong> We\u2019ve trained our staff to communicate clearly and honestly with customers. We\u2019ve also listened to customer feedback to improve our services.<\/p><p><strong>Reporting and Feedback:<\/strong> This report highlights our achievements, such as better customer satisfaction and new financing options. We\u2019ve included examples of how we\u2019ve helped customers find the right vehicle at the right price.<\/p><p><strong>Future Focus:<\/strong> Looking ahead, I will focus on improving our customer service and ensuring we continue to offer great value. We\u2019re committed to making ongoing improvements to serve our customers better.<\/p><p><strong>Conclusion:<\/strong> We\u2019re dedicated to putting our customers first and providing excellent service. We\u2019ll keep working hard to meet our customers\u2019 needs and exceed their expectations.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-5c8dad6 e-con-full e-flex e-con e-child\" data-id=\"5c8dad6\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-07e6feb elementor-view-stacked elementor-shape-rounded elementor-widget elementor-widget-icon\" data-id=\"07e6feb\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-wrapper\">\n\t\t\t<div class=\"elementor-icon\">\n\t\t\t<i class=\"spectre-lucide-layout-list spectre-icon--style-outline\" aria-hidden=\"true\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"> <rect width=\"7\" height=\"7\" x=\"3\" y=\"3\" rx=\"1\"\/> <rect width=\"7\" height=\"7\" x=\"3\" y=\"14\" rx=\"1\"\/> <path d=\"M14 4h7\"\/> <path d=\"M14 9h7\"\/> <path d=\"M14 15h7\"\/> <path d=\"M14 20h7\"\/> <\/svg><\/i>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-772801f elementor-widget elementor-widget-heading\" data-id=\"772801f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Scope and approach taken to implement and embed the Duty \u2013 questions to answer in your report:<\/h2>\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-c0c1566 e-con-full e-flex e-con e-child\" data-id=\"c0c1566\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-cff0eb8 e-con-full e-flex e-con e-child\" data-id=\"cff0eb8\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-dfcee56 elementor-view-default elementor-widget elementor-widget-icon\" data-id=\"dfcee56\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-wrapper\">\n\t\t\t<div class=\"elementor-icon\">\n\t\t\t<i class=\"spectre-lucide-message-circle-question-mark spectre-icon--style-outline\" aria-hidden=\"true\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"> <path d=\"M2.992 16.342a2 2 0 0 1 .094 1.167l-1.065 3.29a1 1 0 0 0 1.236 1.168l3.413-.998a2 2 0 0 1 1.099.092 10 10 0 1 0-4.777-4.719\"\/> <path d=\"M9.09 9a3 3 0 0 1 5.83 1c0 2-3 3-3 3\"\/> <path d=\"M12 17h.01\"\/> <\/svg><\/i>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-75e456d elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"75e456d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tWhat work have you done since implementation to embed Consumer Duty?\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-6c62951 e-con-full e-flex e-con e-child\" data-id=\"6c62951\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-5247172 elementor-view-default elementor-widget elementor-widget-icon\" data-id=\"5247172\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-wrapper\">\n\t\t\t<div class=\"elementor-icon\">\n\t\t\t<i class=\"spectre-lucide-message-circle-question-mark spectre-icon--style-outline\" aria-hidden=\"true\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"> <path d=\"M2.992 16.342a2 2 0 0 1 .094 1.167l-1.065 3.29a1 1 0 0 0 1.236 1.168l3.413-.998a2 2 0 0 1 1.099.092 10 10 0 1 0-4.777-4.719\"\/> <path d=\"M9.09 9a3 3 0 0 1 5.83 1c0 2-3 3-3 3\"\/> <path d=\"M12 17h.01\"\/> <\/svg><\/i>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6b2706e elementor-widget elementor-widget-text-editor\" data-id=\"6b2706e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tDeveloping your approach to monitoring customer outcomes &#8211; what have you changed\nto make sure you are meeting the duty?\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-292c325 e-con-full e-flex e-con e-child\" data-id=\"292c325\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-b6dd754 elementor-view-default elementor-widget elementor-widget-icon\" data-id=\"b6dd754\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-wrapper\">\n\t\t\t<div class=\"elementor-icon\">\n\t\t\t<i class=\"spectre-lucide-message-circle-question-mark spectre-icon--style-outline\" aria-hidden=\"true\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"> <path d=\"M2.992 16.342a2 2 0 0 1 .094 1.167l-1.065 3.29a1 1 0 0 0 1.236 1.168l3.413-.998a2 2 0 0 1 1.099.092 10 10 0 1 0-4.777-4.719\"\/> <path d=\"M9.09 9a3 3 0 0 1 5.83 1c0 2-3 3-3 3\"\/> <path d=\"M12 17h.01\"\/> <\/svg><\/i>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-54ac0d5 elementor-widget elementor-widget-text-editor\" data-id=\"54ac0d5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tCommittee and senior management roles \u2013 who is responsible for monitoring which\noutcomes? Do you have any regular meetings to review management information (MI)?\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-e197f2b e-con-full e-flex e-con e-child\" data-id=\"e197f2b\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-cf271b5 e-con-full e-flex e-con e-child\" data-id=\"cf271b5\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-31b2287 elementor-view-default elementor-widget elementor-widget-icon\" data-id=\"31b2287\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-wrapper\">\n\t\t\t<div class=\"elementor-icon\">\n\t\t\t<i class=\"spectre-lucide-message-circle-question-mark spectre-icon--style-outline\" aria-hidden=\"true\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"> <path d=\"M2.992 16.342a2 2 0 0 1 .094 1.167l-1.065 3.29a1 1 0 0 0 1.236 1.168l3.413-.998a2 2 0 0 1 1.099.092 10 10 0 1 0-4.777-4.719\"\/> <path d=\"M9.09 9a3 3 0 0 1 5.83 1c0 2-3 3-3 3\"\/> <path d=\"M12 17h.01\"\/> <\/svg><\/i>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-325d8ea elementor-widget elementor-widget-text-editor\" data-id=\"325d8ea\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tHow have staff been upskilled and trained to deliver the Duty?\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-b18aff6 e-con-full e-flex e-con e-child\" data-id=\"b18aff6\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-fdfa470 elementor-view-default elementor-widget elementor-widget-icon\" data-id=\"fdfa470\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-wrapper\">\n\t\t\t<div class=\"elementor-icon\">\n\t\t\t<i class=\"spectre-lucide-message-circle-question-mark spectre-icon--style-outline\" aria-hidden=\"true\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"> <path d=\"M2.992 16.342a2 2 0 0 1 .094 1.167l-1.065 3.29a1 1 0 0 0 1.236 1.168l3.413-.998a2 2 0 0 1 1.099.092 10 10 0 1 0-4.777-4.719\"\/> <path d=\"M9.09 9a3 3 0 0 1 5.83 1c0 2-3 3-3 3\"\/> <path d=\"M12 17h.01\"\/> <\/svg><\/i>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5c4acfd elementor-widget elementor-widget-text-editor\" data-id=\"5c4acfd\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tRegulatory interactions regarding the Consumer Duty \u2013 have you had any contact with\nthe regulator outside of normal returns, etc.?\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-9e73c17 e-con-full e-flex e-con e-child\" data-id=\"9e73c17\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-4162f2c e-flex e-con-boxed e-con e-parent\" data-id=\"4162f2c\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-6e97f38 e-con-full e-flex e-con e-child\" data-id=\"6e97f38\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-eae12e9 elementor-widget elementor-widget-heading\" data-id=\"eae12e9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Principle 12 \u2013 how can you evidence compliance with the three cross-cutting rules?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ae11a5f elementor-widget elementor-widget-text-editor\" data-id=\"ae11a5f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tFirms can implement and document specific practices and measures to evidence this.\nHere are ways to demonstrate compliance with each rule:\t\t\t\t\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-417294b e-con-full e-flex e-con e-child\" data-id=\"417294b\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-80d672d elementor-widget elementor-widget-raven-advanced-accordion\" data-id=\"80d672d\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;scroll_to_content&quot;:&quot;false&quot;}\" data-widget_type=\"raven-advanced-accordion.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t<div id=\"jupiterx-advanced-accordion-wrapper\" class=\"jupiterx-advanced-accordion-wrapper\">\n\t\t\t\t<div class=\"jupiterx-advanced-accordion-inner-wrapper\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"jupiterx-single-advanced-accordion-wrapper  jx-ac-first  jx-ac-inactive\" id=\"\" >\n\t\t\t\t<div class=\"jx-single-accordion-header\">\n\t\t\t\t\t<div class=\"jx-single-accordion-header-left\">\n\t\t\t\t\t\t<div class=\"jx-single-accordion-header-icon-toggle-wrapper jx-single-accordion-header-icon-toggle-wrapper-hide\" >\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<span class=\"jx-ac-title\">Acting in good faith<\/span>\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"jx-single-accordion-header-right\">\n\t\t\t\t\t\t<i class=\"spectre-lucide-chevron-down jx-ac-icon-body-closed jx-ac-toggle-icon spectre-icon--style-outline\" aria-hidden=\"true\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"> <path d=\"m6 9 6 6 6-6\"\/> <\/svg><\/i><i class=\"spectre-lucide-chevron-up jx-ac-icon-body-opened jx-ac-toggle-icon spectre-icon--style-outline\" aria-hidden=\"true\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"> <path d=\"m18 15-6-6-6 6\"\/> <\/svg><\/i>\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"jx-single-accordion-body  jx-ac-body-none\">\n\t\t\t\t\t<div class=\"jx-ac-content\">\n\t\t\t\t\t\t<div class=\"jx-ac-content-inner-wrapper\">\n\t\t\t\t\t\t\t<div class=\"jupiterx-ac-content-is-editor\"><p><strong>Practices:<\/strong><\/p><ul><li><strong>Transparent Communication:<\/strong> Ensure all advertising, contracts, and customer interactions are clear, honest, and transparent.<\/li><li><strong>Training Staff:<\/strong> Regularly train employees on ethical sales practices and customer service.<\/li><li><strong>Customer Feedback:<\/strong> Actively seek and act on customer feedback to improve service and address issues.<\/li><\/ul><p><strong>Evidence:<\/strong><\/p><ul><li><strong>Documentation of Training Programs:<\/strong> Records of training sessions, attendance, and materials used.<\/li><li><strong>Customer Feedback Records:<\/strong> Logs of customer feedback, surveys, and actions taken in response.<\/li><li><strong>Transparent Contracts:<\/strong> Copies of clear and easy-to-understand contracts and sales agreements.<\/li><\/ul><\/div>\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"jupiterx-single-advanced-accordion-wrapper  jx-ac-inactive\" id=\"\" >\n\t\t\t\t<div class=\"jx-single-accordion-header\">\n\t\t\t\t\t<div class=\"jx-single-accordion-header-left\">\n\t\t\t\t\t\t<div class=\"jx-single-accordion-header-icon-toggle-wrapper jx-single-accordion-header-icon-toggle-wrapper-hide\" >\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<span class=\"jx-ac-title\">Avoiding foreseeable harm<\/span>\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"jx-single-accordion-header-right\">\n\t\t\t\t\t\t<i class=\"spectre-lucide-chevron-down jx-ac-icon-body-closed jx-ac-toggle-icon spectre-icon--style-outline\" aria-hidden=\"true\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"> <path d=\"m6 9 6 6 6-6\"\/> <\/svg><\/i><i class=\"spectre-lucide-chevron-up jx-ac-icon-body-opened jx-ac-toggle-icon spectre-icon--style-outline\" aria-hidden=\"true\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"> <path d=\"m18 15-6-6-6 6\"\/> <\/svg><\/i>\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"jx-single-accordion-body  jx-ac-body-none\">\n\t\t\t\t\t<div class=\"jx-ac-content\">\n\t\t\t\t\t\t<div class=\"jx-ac-content-inner-wrapper\">\n\t\t\t\t\t\t\t<div class=\"jupiterx-ac-content-is-editor\"><p><strong>Practices:<\/strong><\/p><ul><li><strong>Thorough Inspections:<\/strong> Conduct comprehensive inspections and maintenance checks on all vehicles before sale.<\/li><li><strong>Disclosure of Vehicle History:<\/strong> Provide complete and accurate vehicle history reports to customers.<\/li><li><strong>Fair Sales Practices:<\/strong> Avoid high-pressure sales tactics and ensure customers are given the time and information needed to make informed decisions.<\/li><\/ul><p><strong>Evidence:<\/strong><\/p><ul><li><strong>Inspection Records:<\/strong> Detailed records of vehicle inspections and any maintenance performed.<\/li><li><strong>Vehicle History Reports:<\/strong> Copies of vehicle history reports provided to customers.<\/li><li><strong>Sales Process Documentation:<\/strong> Documentation of the sales process, showing how information is provided to customers and their decision-making process is supported.<\/li><\/ul><\/div>\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"jupiterx-single-advanced-accordion-wrapper  jx-ac-last  jx-ac-inactive\" id=\"\" >\n\t\t\t\t<div class=\"jx-single-accordion-header\">\n\t\t\t\t\t<div class=\"jx-single-accordion-header-left\">\n\t\t\t\t\t\t<div class=\"jx-single-accordion-header-icon-toggle-wrapper jx-single-accordion-header-icon-toggle-wrapper-hide\" >\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<span class=\"jx-ac-title\">Enabling good outcomes<\/span>\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"jx-single-accordion-header-right\">\n\t\t\t\t\t\t<i class=\"spectre-lucide-chevron-down jx-ac-icon-body-closed jx-ac-toggle-icon spectre-icon--style-outline\" aria-hidden=\"true\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"> <path d=\"m6 9 6 6 6-6\"\/> <\/svg><\/i><i class=\"spectre-lucide-chevron-up jx-ac-icon-body-opened jx-ac-toggle-icon spectre-icon--style-outline\" aria-hidden=\"true\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"> <path d=\"m18 15-6-6-6 6\"\/> <\/svg><\/i>\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"jx-single-accordion-body  jx-ac-body-none\">\n\t\t\t\t\t<div class=\"jx-ac-content\">\n\t\t\t\t\t\t<div class=\"jx-ac-content-inner-wrapper\">\n\t\t\t\t\t\t\t<div class=\"jupiterx-ac-content-is-editor\"><p><strong>Practices:<\/strong><\/p><ul><li><strong>Personalised Recommendations:<\/strong> Offer cars and financing options that suit the individual needs and circumstances of customers.<\/li><li><strong>After-Sales Support:<\/strong> Provide robust after-sales support, including warranties, service plans, and a clear process for addressing complaints.<\/li><li><strong>Continuous Improvement:<\/strong> Regularly review and update practices based on customer feedback and market trends.<\/li><\/ul><p><strong>Evidence:<\/strong><\/p><ul><li><strong>Customer Profiles:<\/strong> Records of customer needs assessments and how recommendations were tailored to meet those needs.<\/li><li><strong>After-Sales Support Logs:<\/strong> Documentation of aftersales support provided, including service records and customer follow-up.<\/li><li><strong>Improvement Logs:<\/strong> Records of changes made to practices based on customer feedback and internal reviews.<\/li><\/ul><\/div>\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-8f399b0 e-con-full e-flex e-con e-child\" data-id=\"8f399b0\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-53d03c0 elementor-view-stacked elementor-shape-rounded elementor-widget elementor-widget-icon\" data-id=\"53d03c0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-wrapper\">\n\t\t\t<div class=\"elementor-icon\">\n\t\t\t<i class=\"spectre-lucide-lightbulb spectre-icon--style-outline\" aria-hidden=\"true\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"> <path d=\"M15 14c.2-1 .7-1.7 1.5-2.5 1-.9 1.5-2.2 1.5-3.5A6 6 0 0 0 6 8c0 1 .2 2.2 1.5 3.5.7.7 1.3 1.5 1.5 2.5\"\/> <path d=\"M9 18h6\"\/> <path d=\"M10 22h4\"\/> <\/svg><\/i>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-33cc507 elementor-widget elementor-widget-heading\" data-id=\"33cc507\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Outcomes monitoring and management information (MI) \u2013 tips for sharing and interpreting your data <\/h2>\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-4588f03 e-con-full e-flex e-con e-child\" data-id=\"4588f03\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-cf37979 e-con-full e-flex e-con e-child\" data-id=\"cf37979\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-16b10a8 elementor-widget elementor-widget-text-editor\" data-id=\"16b10a8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tInclude the data you have and explain what the data is\ntelling you. Do you deliver consistently good outcomes for\nconsumers? What complaints have you received, how many,\nand what changes have they identified?\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-304c686 e-con-full e-flex e-con e-child\" data-id=\"304c686\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-8afba39 elementor-widget elementor-widget-text-editor\" data-id=\"8afba39\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tHave you done customer surveys? Have you checked your website and promotions? What information do you have on consumer APRs, etc.?\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-57d0b67 e-con-full e-flex e-con e-child\" data-id=\"57d0b67\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-38e115a e-con-full e-flex e-con e-child\" data-id=\"38e115a\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-82bcb17 elementor-widget elementor-widget-text-editor\" data-id=\"82bcb17\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tGrade the results of your data \u2013 e.g. red, amber, green,\nfor a clear visual cue on success measurements for\nyour outcomes.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-3707e1f e-con-full e-flex e-con e-child\" data-id=\"3707e1f\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-79a0318 elementor-widget elementor-widget-text-editor\" data-id=\"79a0318\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tShow how this relates to the four Consumer Duty\noutcomes \u2013 Price and Value, Products and Services,\nConsumer support, and Consumer understanding.\nOne piece of data could cover more than one outcome.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-b69f856 e-con-full e-flex e-con e-child\" data-id=\"b69f856\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-f8fd278 e-con-full e-flex e-con e-child\" data-id=\"f8fd278\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-7b763b7 elementor-widget elementor-widget-text-editor\" data-id=\"7b763b7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tInclude any second-line monitoring you have, either\ninternally or via external support.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-52e4646 e-con-full e-flex e-con e-child\" data-id=\"52e4646\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-8309cd7 elementor-widget elementor-widget-text-editor\" data-id=\"8309cd7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tInclude visual of data to report on from the email.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-88ce6a7 e-con-full e-flex e-con e-child\" data-id=\"88ce6a7\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-e39e213 e-con-full e-flex e-con e-child\" data-id=\"e39e213\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-4fe27c0 elementor-widget elementor-widget-text-editor\" data-id=\"4fe27c0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>You can access the Dealer Review Report via the Reports section in DealerZone. This provides some useful MI relating to finance products.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-fee0b24 e-flex e-con-boxed e-con e-parent\" data-id=\"fee0b24\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-5ca311c e-con-full e-flex e-con e-child\" data-id=\"5ca311c\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-dfefb40 e-con-full e-flex e-con e-child\" data-id=\"dfefb40\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-76c95ac elementor-view-stacked elementor-shape-rounded elementor-widget elementor-widget-icon\" data-id=\"76c95ac\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-wrapper\">\n\t\t\t<div class=\"elementor-icon\">\n\t\t\t<i class=\"spectre-lucide-layout-list spectre-icon--style-outline\" aria-hidden=\"true\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"> <rect width=\"7\" height=\"7\" x=\"3\" y=\"3\" rx=\"1\"\/> <rect width=\"7\" height=\"7\" x=\"3\" y=\"14\" rx=\"1\"\/> <path d=\"M14 4h7\"\/> <path d=\"M14 9h7\"\/> <path d=\"M14 15h7\"\/> <path d=\"M14 20h7\"\/> <\/svg><\/i>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-47d7d67 elementor-widget elementor-widget-heading\" data-id=\"47d7d67\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Example of supporting data<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a418fe6 elementor-widget elementor-widget-text-editor\" data-id=\"a418fe6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>A good place to start is the list published by the FCA of the types of data firms should include in their report.<br \/>What each of these means and what is available will be different for every firm but use this list to guide what you include.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-cc8c631 e-con-full e-flex e-con e-child\" data-id=\"cc8c631\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-004b39a e-con-full e-flex e-con e-child\" data-id=\"004b39a\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-6fb9938 e-con-full e-flex e-con e-child\" data-id=\"6fb9938\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-eb84830 elementor-widget elementor-widget-text-editor\" data-id=\"eb84830\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tBusiness persistence\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-e714eac e-con-full e-flex e-con e-child\" data-id=\"e714eac\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-39abc57 elementor-widget elementor-widget-text-editor\" data-id=\"39abc57\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tAnalysis of customer retention records \u2013 e.g. claims and cancellation rates and details of why customers leave. This may flag where poor treatment is contributing to high customer turnover.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-ba030d4 e-con-full e-flex e-con e-child\" data-id=\"ba030d4\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-4e363b7 e-con-full e-flex e-con e-child\" data-id=\"4e363b7\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-e4081c2 elementor-widget elementor-widget-text-editor\" data-id=\"e4081c2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tDistribution of products\/pricing and\nfees and charges\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-6d7b15d e-con-full e-flex e-con e-child\" data-id=\"6d7b15d\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-72503e5 elementor-widget elementor-widget-text-editor\" data-id=\"72503e5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tReview of whether certain groups of customers are more likely to buy certain products, incur particular fees and charges, or appear to be receiving outcomes that are not as good as other groups of customers.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-2dc0c77 e-con-full e-flex e-con e-child\" data-id=\"2dc0c77\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-7abb079 e-con-full e-flex e-con e-child\" data-id=\"7abb079\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-2a10964 elementor-widget elementor-widget-text-editor\" data-id=\"2a10964\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tBehavioural insights\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-99f74fd e-con-full e-flex e-con e-child\" data-id=\"99f74fd\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-137ffb4 elementor-widget elementor-widget-text-editor\" data-id=\"137ffb4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tCustomer interactions and drop off rates; use of different communications channels including digital; consumer testing of user interfaces and design such as websites and apps, and the results of such testing, e.g. whether consumers changed their behaviour as a result of the design. This would include consumer testing of any gamification elements in the user interface and design of apps. This may flag where firms need to improve policies, processes and systems (e.g. where there are barriers to consumer engagement or understanding).\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-d606a7c e-con-full e-flex e-con e-child\" data-id=\"d606a7c\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-6a0d8b4 e-con-full e-flex e-con e-child\" data-id=\"6a0d8b4\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-8bdb7a3 elementor-widget elementor-widget-text-editor\" data-id=\"8bdb7a3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tTraining and competence records\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-e373687 e-con-full e-flex e-con e-child\" data-id=\"e373687\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-b3d4f75 elementor-widget elementor-widget-text-editor\" data-id=\"b3d4f75\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t Analysis of records of staff training, including remedial actions where staff knowledge or actions were found to be below expectations.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-59cf1cf e-con-full e-flex e-con e-child\" data-id=\"59cf1cf\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-9af7de6 e-con-full e-flex e-con e-child\" data-id=\"9af7de6\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-fb3f74f elementor-widget elementor-widget-text-editor\" data-id=\"fb3f74f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tFile reviews\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-b50c89a e-con-full e-flex e-con e-child\" data-id=\"b50c89a\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-e4917c3 elementor-widget elementor-widget-text-editor\" data-id=\"e4917c3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tReviewing customer files and monitoring calls to check for errors and assess if customers received good outcomes (this is particularly useful for sales\nprocesses).\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-04cd1e6 e-con-full e-flex e-con e-child\" data-id=\"04cd1e6\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-4c1711b e-con-full e-flex e-con e-child\" data-id=\"4c1711b\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-4606ce0 elementor-widget elementor-widget-text-editor\" data-id=\"4606ce0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tCustomer feedback\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-b7f6156 e-con-full e-flex e-con e-child\" data-id=\"b7f6156\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-ebbe82e elementor-widget elementor-widget-text-editor\" data-id=\"ebbe82e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tUsing formal and informal feedback from customers to identify trends and areas for improvement (e.g. complaints and comments made to the firm but also comments and complaints on social media).\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-fa94489 e-con-full e-flex e-con e-child\" data-id=\"fa94489\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-1a35afd e-con-full e-flex e-con e-child\" data-id=\"1a35afd\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-c29f794 elementor-widget elementor-widget-text-editor\" data-id=\"c29f794\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Number of complaints<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-0340155 e-con-full e-flex e-con e-child\" data-id=\"0340155\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-370a360 elementor-widget elementor-widget-text-editor\" data-id=\"370a360\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tTrends in numbers of complaints involving poor customer outcomes throughout the customer-firm relationship\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-9eed364 e-con-full e-flex e-con e-child\" data-id=\"9eed364\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-ea6450f e-con-full e-flex e-con e-child\" data-id=\"ea6450f\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-e47b412 elementor-widget elementor-widget-text-editor\" data-id=\"e47b412\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tComplaints root cause analysis\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-94058f5 e-con-full e-flex e-con e-child\" data-id=\"94058f5\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-905b62b elementor-widget elementor-widget-text-editor\" data-id=\"905b62b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tInvestigating complaints fully to understand the cause of customer complaints, not just dealing with the symptoms.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-450a01a e-con-full e-flex e-con e-child\" data-id=\"450a01a\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-6f6b037 e-con-full e-flex e-con e-child\" data-id=\"6f6b037\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-77aa452 elementor-widget elementor-widget-text-editor\" data-id=\"77aa452\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tResults of the regular testing and monitoring required under the outcome rules:\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-6225ab4 e-con-full e-flex e-con e-child\" data-id=\"6225ab4\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-f863a21 elementor-widget elementor-widget-text-editor\" data-id=\"f863a21\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tMany of the four outcomes rules include requirements for firms to monitor and review over time. The results of these reviews, together with any action taken\nwould be relevant for consideration of whether the outcomes are being followed.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-4d03bd7 e-con-full e-flex e-con e-child\" data-id=\"4d03bd7\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-fce2bec e-con-full e-flex e-con e-child\" data-id=\"fce2bec\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-4f958ab elementor-widget elementor-widget-text-editor\" data-id=\"4f958ab\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tFeedback from other parties in the distribution chain\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-c89e327 e-con-full e-flex e-con e-child\" data-id=\"c89e327\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-4321410 elementor-widget elementor-widget-text-editor\" data-id=\"4321410\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tSuch as manufacturers and distributors sharing information about the way in which products are sold, and the extent to which actual sales matched the target market.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-c029fc8 e-con-full e-flex e-con e-child\" data-id=\"c029fc8\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-285be9a e-con-full e-flex e-con e-child\" data-id=\"285be9a\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-8d4c41d elementor-widget elementor-widget-text-editor\" data-id=\"8d4c41d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tCompliance reports\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-576f4be e-con-full e-flex e-con e-child\" data-id=\"576f4be\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-171e6ca elementor-widget elementor-widget-text-editor\" data-id=\"171e6ca\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tReview compliance reports to check if standards are being met in terms of good outcomes for consumers.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-377f86e e-con-full e-flex e-con e-child\" data-id=\"377f86e\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-c7d686d e-con-full e-flex e-con e-child\" data-id=\"c7d686d\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-c6aad8b elementor-widget elementor-widget-text-editor\" data-id=\"c6aad8b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tResearching or testing customer\nexperiences\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-d793d87 e-con-full e-flex e-con e-child\" data-id=\"d793d87\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-fc0308e elementor-widget elementor-widget-text-editor\" data-id=\"fc0308e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tThrough processes such as mystery shopping, auditing customer journeys, focus groups and deep dives, or working with consumer organisations to gain insight into the needs and experiences of consumers.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-c79448c e-con-full e-flex e-con e-child\" data-id=\"c79448c\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-9ea0721 e-con-full e-flex e-con e-child\" data-id=\"9ea0721\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-738fa13 elementor-widget elementor-widget-text-editor\" data-id=\"738fa13\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tAllowing staff to feed back honestly\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-66c1e51 e-con-full e-flex e-con e-child\" data-id=\"66c1e51\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-a5c6539 elementor-widget elementor-widget-text-editor\" data-id=\"a5c6539\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tWhen they think products or services, or the processes used to deliver them, could be improved.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-c65d0b1 e-con-full e-flex e-con e-child\" data-id=\"c65d0b1\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-61fcaa8 e-con-full e-flex e-con e-child\" data-id=\"61fcaa8\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-09d7df2 elementor-widget elementor-widget-text-editor\" data-id=\"09d7df2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tReviewing whether processes and\npolicies are effective\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-cd36b05 e-con-full e-flex e-con e-child\" data-id=\"cd36b05\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-6d169e7 elementor-widget elementor-widget-text-editor\" data-id=\"6d169e7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tIn delivering good outcomes for customers.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-c5f5456 e-con-full e-flex e-con e-child\" data-id=\"c5f5456\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-58c9820 e-con-full e-flex e-con e-child\" data-id=\"58c9820\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-202b516 elementor-widget elementor-widget-text-editor\" data-id=\"202b516\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tDrawing on external sources of data about consumer outcomes\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-eb8aa3b e-con-full e-flex e-con e-child\" data-id=\"eb8aa3b\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-fc117be elementor-widget elementor-widget-text-editor\" data-id=\"fc117be\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>The <a href=\"https:\/\/natcen.ac.uk\/participant-contents\/financial-lives-survey?\" target=\"_blank\" rel=\"noopener\">Financial Lives survey<\/a>, for example, contains granular data about the financial lives of different groups.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-3cbe93e e-flex e-con-boxed e-con e-parent\" data-id=\"3cbe93e\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-75c4e39 e-con-full e-flex e-con e-child\" data-id=\"75c4e39\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-a29421b elementor-widget elementor-widget-text-editor\" data-id=\"a29421b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>This is an example of how you can show each piece of data in your report, explaining what information you are including, what the results tell you, any issues or actions that have been completed and any gaps (that you might want to work on for next year). You can support this summary with more detailed data, graphs, etc., that will help explain your results.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-c3aeba6 e-con-full e-flex e-con e-child\" data-id=\"c3aeba6\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-5f11eef e-con-full e-flex e-con e-child\" data-id=\"5f11eef\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-8493b04 elementor-widget elementor-widget-text-editor\" data-id=\"8493b04\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tData description\/element\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-4a0be3b e-con-full e-flex e-con e-child\" data-id=\"4a0be3b\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-40b69cb e-con-full e-flex e-con e-child\" data-id=\"40b69cb\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-d02b8d3 e-con-full e-flex e-con e-child\" data-id=\"d02b8d3\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-ccd4de8 elementor-widget elementor-widget-text-editor\" data-id=\"ccd4de8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tData available\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-c5667f6 e-con-full e-flex e-con e-child\" data-id=\"c5667f6\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-a60c40f e-con-full e-flex e-con e-child\" data-id=\"a60c40f\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-a6b091a e-con-full e-flex e-con e-child\" data-id=\"a6b091a\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-12b713e elementor-widget elementor-widget-text-editor\" data-id=\"12b713e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tKPI threshold (as per board where in place)\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-4f41383 e-con-full e-flex e-con e-child\" data-id=\"4f41383\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-12be43a e-con-full e-flex e-con e-child\" data-id=\"12be43a\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-df283e0 e-con-full e-flex e-con e-child\" data-id=\"df283e0\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-697a7b4 elementor-widget elementor-widget-text-editor\" data-id=\"697a7b4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tMonitoring outcome from the period\n(or different period as per specified)\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-a8a14e4 e-con-full e-flex e-con e-child\" data-id=\"a8a14e4\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-f61f7fa e-con-full e-flex e-con e-child\" data-id=\"f61f7fa\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-7836b14 e-con-full e-flex e-con e-child\" data-id=\"7836b14\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-4a81f88 elementor-widget elementor-widget-text-editor\" data-id=\"4a81f88\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tRoot cause analysis (if below threshold)\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-2915ef7 e-con-full e-flex e-con e-child\" data-id=\"2915ef7\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-448f27d e-con-full e-flex e-con e-child\" data-id=\"448f27d\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-6822f45 e-con-full e-flex e-con e-child\" data-id=\"6822f45\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-8dad61c elementor-widget elementor-widget-text-editor\" data-id=\"8dad61c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tAction taken\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-729bcb5 e-con-full e-flex e-con e-child\" data-id=\"729bcb5\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-5e6edf9 e-con-full e-flex e-con e-child\" data-id=\"5e6edf9\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-ab4950e e-con-full e-flex e-con e-child\" data-id=\"ab4950e\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-1086c3c elementor-widget elementor-widget-text-editor\" data-id=\"1086c3c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tAction required\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-2da3eb6 e-con-full e-flex e-con e-child\" data-id=\"2da3eb6\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-86ba658 e-con-full e-flex e-con e-child\" data-id=\"86ba658\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-66920f7 e-con-full e-flex e-con e-child\" data-id=\"66920f7\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-a65fe78 elementor-widget elementor-widget-text-editor\" data-id=\"a65fe78\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tAre there any GAPS in data or monitoring that need addressing?\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-7629702 e-con-full e-flex e-con e-child\" data-id=\"7629702\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-d7ad750 e-flex e-con-boxed e-con e-parent\" data-id=\"d7ad750\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-350ba82 e-con-full e-flex e-con e-child\" data-id=\"350ba82\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-53a59aa elementor-view-stacked elementor-shape-rounded elementor-widget elementor-widget-icon\" data-id=\"53a59aa\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-wrapper\">\n\t\t\t<div class=\"elementor-icon\">\n\t\t\t<i class=\"spectre-lucide-chart-pie spectre-icon--style-outline\" aria-hidden=\"true\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"> <path d=\"M21 12c.552 0 1.005-.449.95-.998a10 10 0 0 0-8.953-8.951c-.55-.055-.998.398-.998.95v8a1 1 0 0 0 1 1z\"\/> <path d=\"M21.21 15.89A10 10 0 1 1 8 2.83\"\/> <\/svg><\/i>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-369d437 elementor-widget elementor-widget-text-editor\" data-id=\"369d437\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Try and summarise all the data and outcomes in a simple way, as per this example.<\/p><p>You can also use a table format for all your data.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-2283cb1 e-con-full e-flex e-con e-child\" data-id=\"2283cb1\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-94d7d56 elementor-widget elementor-widget-image\" data-id=\"94d7d56\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"968\" height=\"518\" src=\"https:\/\/www.evolutionfunding.com\/public\/wp-content\/uploads\/2026\/05\/RAG-Table.svg\" class=\"attachment-large size-large wp-image-29968\" alt=\"\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-1063605 e-flex e-con-boxed e-con e-parent\" data-id=\"1063605\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-53142b2 e-con-full e-flex e-con e-child\" data-id=\"53142b2\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-69fc894 elementor-widget elementor-widget-heading\" data-id=\"69fc894\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Business strategy, culture and purpose<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c9c8680 elementor-widget elementor-widget-text-editor\" data-id=\"c9c8680\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tKey questions to consider:\t\t\t\t\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-0658ca4 e-con-full e-flex e-con e-child\" data-id=\"0658ca4\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-275a258 e-con-full e-flex e-con e-child\" data-id=\"275a258\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-6013e33 elementor-widget elementor-widget-heading\" data-id=\"6013e33\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Business strategy<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d398ef5 elementor-widget elementor-widget-text-editor\" data-id=\"d398ef5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p><strong>What is your strategy, and is it aligned with delivering good outcomes under the Duty? Do you have any business changes planned? <\/strong><\/p><ul style=\"margin-left: -20px;\"><li style=\"margin-bottom: 5px;\">Include any sales or marketing strategies that you are currently following or intend to follow in the future.<\/li><li style=\"margin-bottom: 5px;\">Have you made any enhancements to your customer service processes that have improved the overall customer experience?<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-d6f2557 e-con-full e-flex e-con e-child\" data-id=\"d6f2557\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-5e572a4 elementor-widget elementor-widget-heading\" data-id=\"5e572a4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Culture &amp; Purpose<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-95ef4de elementor-widget elementor-widget-text-editor\" data-id=\"95ef4de\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p><strong>How does your firm\u2019s culture and purpose align with the Duty?<\/strong><\/p><ul style=\"margin-left: -20px;\"><li style=\"margin-bottom: 5px;\">Internally, do you have any values or key mission statements that your staff work towards with the customer experience at its heart?<\/li><li style=\"margin-bottom: 5px;\">Is your leadership team demonstrating its commitment to the Duty? Do they make decisions that prioritise customer outcomes?<\/li><li style=\"margin-bottom: 5px;\">Do you have any training programmes or processes for staff to understand the importance of customer service excellence?<\/li><li style=\"margin-bottom: 5px;\">What does your website say about your business? How do you promote yourselves to your customers?<\/li><li style=\"margin-bottom: 5px;\">What do you have in place regarding customer feedback loops and opportunities for employees to voice concerns and make suggestions for improving customer outcomes?<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-02cd662 e-flex e-con-boxed e-con e-parent\" data-id=\"02cd662\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-291aec4 e-con-full e-flex e-con e-child\" data-id=\"291aec4\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-dd407c9 e-con-full e-flex e-con e-child\" data-id=\"dd407c9\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-8391063 elementor-view-stacked elementor-shape-rounded elementor-widget elementor-widget-icon\" data-id=\"8391063\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-wrapper\">\n\t\t\t<div class=\"elementor-icon\">\n\t\t\t<i class=\"spectre-lucide-circle-check spectre-icon--style-outline\" aria-hidden=\"true\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"> <circle cx=\"12\" cy=\"12\" r=\"10\"\/> <path d=\"m9 12 2 2 4-4\"\/> <\/svg><\/i>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-dc61f85 elementor-widget elementor-widget-heading\" data-id=\"dc61f85\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Board approval<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-95b78f3 elementor-widget elementor-widget-text-editor\" data-id=\"95b78f3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tOnce you have put together your report, whether you are a large firm or a small outfit, it must be reviewed by your board or executive team. This means presenting the report to your board and providing them with the opportunity to ask questions, discuss findings, and make suggestions for improvement. You will require formal approval of the report, which could be noted in a board approval section, along with a summary of any challenges\/suggestions for improvement.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f73865d elementor-widget elementor-widget-text-editor\" data-id=\"f73865d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p><strong>Key things to consider:<\/strong><\/p><ul style=\"margin-left: -20px;\"><li style=\"margin-bottom: 5px;\">Providing a high-level brief to the board before the report presentation will help to highlight the key points and ensure everyone is aligned with the outcome of the report.<\/li><li style=\"margin-bottom: 5px;\">Keep the presentation as concise as possible to accompany the report, with the key findings and recommendations highlighted<\/li><li style=\"margin-bottom: 5px;\">Note any questions or challenges to the report so that they can be documented and improve the overarching report before approval.<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Annual Consumer Duty Board Report Guidance for Introducers This guide has been designed to help our introducers understand the regulatory requirements for Annual Consumer Duty Board Report.The information provided in this guide is for reference and guidance only, and is based on our interpretation of the requirements. It is your responsibility to ensure your Annual [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":25409,"parent":29586,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"elementor_header_footer","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-29933","page","type-page","status-publish","has-post-thumbnail","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Annual Consumer Duty Board Report Guidance | Evolution Funding<\/title>\n<meta name=\"description\" content=\"Guidance on preparing an Annual Consumer Duty Board Report, including key questions, reporting structures and evidence requirements.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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