EVIDENCE AND IMPROVE CONSUMER DUTY OUTCOMES
Most firms now have extensive Consumer Duty Management Information. But the FCA's 2026 review of 56 firms found governance alone wasn't enough to prove it was working. The challenge is getting enough insight from the underlying data to identify poor outcomes, understand which customers are affected, and find the causes. Jaywing's risk analysts and data scientists help firms find what aggregate reporting hides.
Go beyond headline Consumer Duty MI
For over 25 years, Jaywing has worked with banks and financial services providers on complex risk, regulatory and analytical challenges.
Our specialists assess the customer, product, decision and journey data available across your business. The FCA recognises that existing data and processes may not be sufficient for effective outcomes monitoring, so we identify gaps and where additional data or greater granularity is needed. We then analyse the data to find patterns that aggregate reporting can hide. Where it points to a flaw within a journey or communication, behavioural insight and customer research can help identify why.
If your Consumer Duty MI is flagging an issue but not giving you enough detail, talk to us.
ContactWhat review alone misses
A communication can pass regulatory review and still be misunderstood by customers. But completion rates and readability scores only provide part of the evidence. Testing with customers, in fact, can identify confusion, friction and potential harm that review alone may miss.
Jaywing's risk specialists can work alongside our UX team to assess digital journeys, financial contracts and customer communications. Customer research tests how people interpret information and move through a journey, while behavioural analysis can identify the features influencing their responses and decisions. And that is where findings can be linked to specific points in the journey, helping firms identify where changes are needed and test their impact.
Spotting the risk self-disclosure doesn't catch
Vulnerability strategies that depend heavily on self-disclosure leave blind spots. But data already held within the business can contain behavioural and financial indicators associated with emerging financial distress and increased risk of harm.
Jaywing's predictive modelling specialists analyse customer and transactional data to identify these and build models that support earlier identification and more tailored support. Cohort analysis can also test differences in outcomes across vulnerable and non-vulnerable customers, identifying where those differences occur and what is causing them.
Outcomes monitoring: get underneath the averages
Board-level MI can flag a change in outcomes. But it cannot always tell you which customers are affected, or why it is happening.
Jaywing's risk analysts and data scientists analyse customer-level product, decision, journey and servicing data. Segmentation and statistical analysis can uncover concentrations of poor outcomes, identify affected cohorts and test relationships between customer characteristics, treatment and outcomes. So the analysis shows firms where poor outcomes are concentrated and what is causing them.
GET MORE FROM YOUR CONSUMER DUTY DATA
Your data may already contain much of the detail you need. Jaywing's risk analysts and data scientists can help you use it to improve outcomes across monitoring, vulnerability, customer understanding and the customer journey.
If your monitoring has highlighted something that needs a closer look, talk to our specialists.