FCA inspection guide: comply with Consumer Duty, FG21/1 and ECCTA
Essential guide to showing compliance with the new consumer protection rules
Regulatory inspections have changed their focus. The FCA no longer accepts policy documents as proof of compliance - they want comprehensive evidence that your firm delivers good customer outcomes.
With Consumer Duty, FG21/1 vulnerable customer guidance and ECCTA obligations now in force, enterprise risk managers face more pressure to demonstrate regulatory readiness through data, not documentation.
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Your essential framework for consumer protection compliance
This guide gives you a clear roadmap for inspection preparation, including:
- How to build a regulatory evidence repository that answers the questions regulators actually ask
- Practical strategies for collaborating across customer service, data, product, technology and fraud prevention teams to gather the evidence you need
- The five critical areas regulators will examine - and exactly what evidence they expect to see in each
- How to address common gaps firms discover during preparation, from insufficient vulnerable customer data to weak governance connections
Practical advice you can use today
Written specifically for enterprise risk professionals working in financial services, this guide translates regulatory requirements into actionable preparation steps. No theoretical frameworks - just practical advice based on real conversations with firms approaching inspection deadlines.
Understand your customers
Show how you identify customer needs and their journeys through your products and services.
Collaborate across the business
Bring together all your stakeholders form across the business to understand valuable evidemce.
Prepare your evidence
Your checklist of what inspectors will need to see and how you can present it easily.
Maintain governance oversight
Design a robust control environment to ensure ongoign compliance and improvement.
Be ready for the new FCA rules in 2026
Apply the frameworks in this guide to turn compliance into better outcomes for customers - and prove it during an inspection.