How to Monitor Client Outcomes Effectively and Practically

This Consumer Duty Practitioners’ Forum explored how firms can implement an effective framework for outcomes monitoring, with detailed case studies demonstrating what this looks like in practice.

This panel of sector experts (details below) shared their insight, experience and practical ideas to help you build your understanding of:

FCA's expectations on MI and outcomes monitoring
Benefits for firms from having good MI
The fundamentals of outcomes monitoring and MI
Case studies focusing on Support, Understanding and Fair Value.

SPEAKER PROFILES

MICHAEL LAWRENCE

Principal Consultant, Bovill Newgate and Chair of Consumer Duty Champions' Forum

Michael worked at the Financial Conduct Authority (FCA) for 16 years, most recently as a Technical Specialist in Consumer Investments supervision.

He joined Bovill’s Wealth team in February 2023 to advise clients on the regulatory frameworks governing advised and non-advised pension/ investment models, product governance, as well as complaints and redress.

His vast knowledge and extensive background make him the ideal choice to lead the Consumer Duty Champions' Forum.
MARTIN GRIMWOOD

Director, FWD Consulting

Martin has worked in the financial services sector as a market researcher and consultant for the last 35 years, working with most of the leading providers of life and pensions, retail banking, insurance and retirement income solutions.

For the last 10 years, Martin has focused on consumer protection, working closely with the FCA to support their understanding of consumers. His work provided insights that helped the FCA develop Vulnerability Guidance and Consumer Duty. He now works with providers to help them implement the Consumer Duty, understand vulnerability, and monitor the outcomes of customers with vulnerabilities.

For the first twenty-five years of his career, Martin specialised in helping firms maximise market share through product and distribution innovation and improving their brands.
JAMES EDMONDS

Consultant, MorganAsh

James is a leading advocate for improving outcomes for financial services customers with vulnerabilities. With 20 years’ experience and a deep expertise in Vulnerability, Consumer Duty, Customer Experience (CX) and regulatory strategy, his work focuses on helping firms across the sector to differentiate commercially by delivering fair, transparent, and supportive experiences, particularly for those who need it most.

Having personally experienced periods of vulnerability, James understands the critical importance of empathy, clarity, and appropriate support. This personal perspective drives his professional mission: to ensure that vulnerability is not a disadvantage in financial services, but a prompt for better care and improved outcomes.

James speaks regularly on vulnerability, CX, and Consumer Duty at major events including TISA’s Vulnerable Customer Conferences.