Focused solutions for regulatory success
As markets evolve, so do regulation, supervision, and enforcement. Regulations like the FCA’s Consumer Duty raise the bar, requiring firms to deliver good outcomes through informed decision-making and empathetic customer service.
With decades of experience across regulated industries, our expert team helps firms navigate this complex landscape through independent assurance, strategic guidance, and real-time insight. We align our support with your priorities—whether it’s managing change, strengthening controls, or responding to regulatory scrutiny.
Our close engagement with regulators and leading industry bodies across sectors and jurisdictions keeps us ahead of evolving expectations, enabling clients to remain compliant and confident in a shifting landscape.
#ResultsMatter
Large general insurer
Delivered a comprehensive Consumer Duty Gap Analysis, including fair value assessments for high-risk products under regulatory scrutiny. Designed and implemented a robust outcome monitoring framework and MI dashboard to support ongoing compliance and drive better customer outcomes.
Fintech bank
Mapped end-to-end customer journeys to identify desired outcomes, potential risks, and effective monitoring approaches. Designed and delivered targeted management training to embed Consumer Duty principles, ensuring leaders understood how both front-line and back-office teams contribute to achieving good customer outcomes.
Consumer credit firm
Supported multiple compliance functions in strengthening their operating models and frameworks to meet heightened regulatory expectations under Consumer Duty. This included enhancing advisory and monitoring activity and embedding Consumer Duty responsibilities into SMF statements to ensure sustained accountability and alignment.
Wealth management client
Led the design and delivery of a comprehensive Consumer Duty implementation plan, including a detailed assessment of hundreds of customer communications to ensure they met the regulatory standards for clarity, fairness, and customer understanding.
Our services
How we do it
We leverage a structured Gap Analysis Framework to assess your current position against regulatory expectations and Consumer Duty requirements. Our practical recommendations are tailored to your risk appetite and strategic objectives—empowering you to take focused action.
Strategy alignment
Evaluate how well your business strategy aligns with Consumer Duty and broader regulatory requirements.
Governance & oversight
Assess how governance structures, roles, and forums support continuous monitoring of customer outcomes.
Outcomes monitoring
Review how customer outcomes are measured through data and testing along with your ability to identify emerging risks—especially for vulnerable or underserved customers.
Products & Services
Analyze whether your product design, review, and sales processes are customer-centric, risk-aware, and inclusive. Detect and mitigate harm and ensure ongoing suitability.
Customer Understanding
Examine the clarity and effectiveness of your communications—ensuring they are fair, clear, and not misleading.
Customer Support
Guage the accessibility and responsiveness of your support channels, and your approach to serving vulnerable customers.
Third-Party Management
Scrutinize your third-party governance framework, from onboarding to oversight and offboarding, ensuring it aligns with regulatory demands.
Culture
Assess whether a customer-focused culture is embedded across all levels of your organisation—from governance and leadership to front-line behaviours.
Case study
Supporting the UK’s largest energy provider to clear a significant complaints backlog
84000
Cases Closed
118
Specialist Complaints Handlers Deployed
18
Months Engaged With Clients
2000
Cases Handled Per Week
Complaints Outlook 2024
Navigate the evolving complaints landscape and unlock the secrets to tranforming your complaints to strategic opportunities.
Complaints Calculator
Understand the true costs and opportunities within complaint handling calculate the cost of customer churn, the positive impact of advocacy and the negative impact of poor customer journeys
Why partner with ResultsCX
With nearly 30 years of experience, we help regulated firms navigate complexity, ensure compliance, and deliver better outcomes through operational, consulting, and learning solutions.
Deep understanding of regulatory obligations built over decades partnering with leading global brands
Proven ability to help firms evolve operating models to:
- Meet current and emerging regulatory requirements
- Align customer outcomes with business goals and best practice
- Improve efficiency and accuracy through automation and process re-engineering
Strong operational delivery, including:
- Multi-channel services for vulnerable customers and those in financial difficulty, with self-service options
- Deployment of experts who understand their role in driving good outcomes
- Seamless alignment with your brand, culture, and mission
Discover new ideas, insights & solutions
Vulnerability in 2025
Since our 2023 report on vulnerable customers, organisations have continued to grapple with the complexities of supporting individuals facing vulnerability. Our latest whitepaper offers a deeper exploration of these challenges, presenting new perspectives and practical guidance for firms striving to deliver fair outcomes.
What You’ll Discover:
Comprehensive research: We’ve expanded our surveys to include a broader and more detailed set of questions for both firms and consumers, offering a richer understanding of how vulnerability is currently managed.
Inclusive sampling: Our findings reflect the experiences of a wide demographic, acknowledging that vulnerability is often temporary and that all customers, vulnerable or not, deserve equitable service.
Full customer journey analysis: From initial engagement through to complaints handling, we’ve assessed how each stage of the customer journey impacts outcomes for those in vulnerable circumstances.
What’s Different in 2025?
Rising expectations: Insights from our 2024 Complaints Outlook reveal that customer expectations have grown. How are firms adapting to meet these heightened demands - especially for vulnerable customers?
Post-pandemic evolution: Building on data from the pandemic era, this report highlights how vulnerability continues to shift, influenced by economic pressures and societal change.
Regulatory clarity: The FCA reinforces that vulnerability can affect anyone. Our whitepaper explores how firms can respond to this, focusing on the four key drivers - health, life events, resilience, and capability, without creating a fragmented or two-tiered approach.
Key Challenges and Strategic Opportunities
Spotting vulnerability: While some customers clearly present as vulnerable, others may not. We offer practical methods for identifying and supporting those whose needs are less visible or more fluid.
Real-world examples: The report includes case studies showcasing both effective and inadequate responses, offering lessons on how to meet customer needs with empathy and precision.
Smarter use of data: We explore how firms can leverage existing customer data to proactively identify vulnerability and tailor support—without relying solely on self-disclosure.
Looking Ahead
Our 2025 whitepaper presents a modern, data-driven view of vulnerability from both business and consumer perspectives. It encourages firms to adopt a principles-led approach, ensuring that all customers—regardless of circumstance—receive fair, consistent, and compassionate treatment.
Download the whitepaper now to access actionable insights and proven strategies for enhancing your approach to vulnerable customer management.
Whitepaper
August 1, 2025
Transform Your Customer Experience, Act Now!
