FCA Consumer Duty
Consumer Duty, evidenced through the Royal London work
Consumer Duty asks firms to evidence good customer outcomes across four areas. At Royal London I owned the Update Plan Details Level 3 journey – and the process work behind it produced exactly that evidence. Here's how the programme mapped to each of the four pillars.
19L4 BPMN process maps
57L5 processes consolidated
60–70%fewer maps & documents
28findings raised & actioned
Outcome 01
Products & Services
“Firms must ensure products and services meet the needs of customers in the target market.”
- Owned the Update Plan Details L3 journey end-to-end, mapping 19 BPMN 2.0 Level 4 servicing processes (Add/Update Beneficiary, Change Plan Cover, Cancellations, Change of Policy Ownership and more)
- As-Is → To-Be target-state design so each servicing process genuinely meets the customer need it exists for
- Named process ownership and review cadences to keep those services fit for purpose over time
Outcome 02
Price & Value
“Firms must ensure the price customers pay is reasonable relative to the overall benefits.”
- Consolidated 57 Level 5 processes and their SOPs into single Level 4 maps – cutting maps and documents by 60–70% and stripping out the duplication that quietly erodes value
- End-to-end analysis surfaced cost drivers and inefficiency across the L3 process
- Identified RPA and AI automation opportunities with business cases (direct-debit re-keying, indexation-letter generation, premium recalculation) to reduce unit cost
Outcome 03
Consumer Understanding
“Firms must support customers to make informed decisions about financial products.”
- Customer-journey mapping at Level 3–5 made every touchpoint and decision point visible
- Plain-language SOP rationalisation so the people serving customers work from clear, consistent instructions
- BPMN decision-gateway design at key moments (beneficiary, cover and ownership changes) to ensure correct routing and informed consent
Outcome 04
Consumer Support
“Firms must provide support that meets the needs of customers throughout the product lifecycle.”
- End-to-end support-journey mapping across all 19 processes, with a findings register of 28 issues raised and actioned
- Exception and escalation paths modelled honestly – the 'what happens when it goes wrong' routes – rather than glossed over
- Versioned change log, full audit trail and release/readiness packs – making support demonstrable and auditable to risk, compliance and the regulator