Consumer Duty
The four outcomes, measured from what advisers recorded rather than assembled the week before the board meeting.
Clients in scope
2,100
all ongoing service
Price & value outcome
85.1%
the 312 sit here
Vulnerability flags
214
10.2% of the book
Flags with no adjustment
41
evidence gap
The board has to attest annually that the firm delivers good outcomes. Most firms assemble that evidence
in the fortnight before the meeting, from memory. These four outcomes are measured continuously from what
the advisers actually recorded, so the attestation is a report rather than a reconstruction.
The four outcomes
Measured, not asserted
| Outcome | What is measured | In scope | Evidenced | Status |
|---|---|---|---|---|
| Products & services | Advice suitable for the target market | 2,100 | 98.1% | Evidenced |
| Price & value | Ongoing fee matched to service delivered | 2,100 | 85.1% | 312 gaps |
| Consumer understanding | Suitability letter issued and opened | 1,942 | 92.4% | 158 unopened |
| Consumer support | Adjustment recorded where a vulnerability is flagged | 214 | 80.8% | 41 gaps |
Price and value is the one that fails, and it fails for exactly the reason the ongoing service screen shows.
Vulnerability flags without a recorded adjustment
41 clients · a flag is not a record of what you did about it
| Client | Characteristic | Adviser | Adjustment | Review |
|---|---|---|---|---|
| Mr & Mrs D Okonjo | Bereavement (2024) | J Rennard | No adjustment recorded | 26 mo since review |
| Mr W Achterberg | Health — cognitive | A Fenwick | No adjustment recorded | 11 mo since review |
| Mrs I Blackhurst | Low financial resilience | M Sandhu | Adjustment 14 mo old | 9 mo since review |
| Mr K Oduya | Health — hearing | C Ellwood | Recorded, current | 4 mo since review |
Showing 4 of 41 · the first two are also on the overdue review list