Consumer Understanding under the Consumer Duty: the capability gap firms must now address

The FCA’s Consumer understanding: good practice and areas for improvement publication is not simply guidance on better communications – it’s a clear statement about capability, governance and behavioural maturity under the Consumer Duty.  While the FCA continues to allow flexibility in how outcomes are achieved, firms must now be able to demonstrate how their people, processes and decision‑making genuinely support consumer understanding across the organisation.  What the FCA expects beyond […]

Building a strong year three Consumer Duty Board report: five practical priorities

As firms prepare for their third annual Consumer Duty Board report, expectations are shifting from evidencing governance activity to demonstrating tangible improvements in customer outcomes.  This creates a practical challenge. A Board-ready narrative is not simply a reporting exercise, it relies on disciplined monitoring, testing, remediation and documentation across the first and second lines.  For many firms, the pressure is as much about […]

Money Marketing: Joe Norburn Consumer Duty and the next phase of advice regulation

Recently featured in Money Marketing, Joe Norburn TCC Group’s CEO (TCC, Momenta and Recordsure), outlines how the next phase of Consumer Duty marks a shift from implementation to evidence. The Financial Conduct Authority (FCA) is signalling a move away from additional prescriptive rules, instead expecting firms to demonstrate —through data, monitoring and measurable improvements — how they are […]

Navigating the FCA’s Pause on Motor Finance Complaints With the Right Talent

In a recent announcement, the Financial Conduct Authority (FCA) introduced a pivotal pause in the 8-week deadline for motor finance firms to address complaints involving discretionary commission. This strategic move is designed to afford firms the necessary time to comprehensively review and respond to complaints in a consistent and efficient manner. At the heart of […]

Navigating Collections Challenges: Momenta Group’s Expertise in Collections Solutions

In a fast-paced and unpredictable economic landscape, we have seen unprecedented challenges for both businesses and their customers. In the wake of the Covid 19 pandemic, various geopolitical emergencies and a subsequent cost of living crisis, it has never been more important for lenders to ensure they have the right strategy in place to support […]

Annual Complaints Data 2023/24: Key Trends and Insights

The latest Annual Complaints Data from the Financial Ombudsman Service for 2023/24 provides a view into the evolving landscape of consumer grievances within the financial sector. This year, we’ve witnessed a significant rise in complaints, particularly concerning banking and payments, signalling emerging areas of concern and providing a roadmap for improvements. Here’s a closer look […]

Insight on the Proposed Extension of the Complaint Handling Pause for Motor Finance DCAs

The FCA is proposing to extend the current pause on the 8-week deadline for firms to respond to consumer complaints about motor finance involving discretionary commission arrangements (DCAs) until at least December 4, 2025. This decision follows an ongoing review of the historical use of DCAs in the motor finance sector and recent legal developments. […]

Insight on Extending Rules for DCA Complaints in the Motor Finance Industry

The Financial Conduct Authority (FCA) is consulting on extending the temporary complaint handling rules for discretionary commission arrangement (DCA) complaints within the motor finance industry. This extension is necessary due to delays in collecting and reviewing data and the ongoing litigation that affects the sector. The FCA had initially planned to set out the next […]

Motor Finance: Your Key Steps to Operational Readiness

The motor finance sector has been in the regulatory spotlight recently, specifically concerning the potential requirement for remediation and redress of Discretionary Commission Arrangements (DCAs) and the emerging challenge of increased complaints relating to Affordability and Irresponsible lending. Momenta’s experts explore the main challenges and advise on the next steps for firms to improve their […]