Outcomes monitoring: why understanding the consumer experience matters and where firms should focus

Published by Financial Conduct Authority on 27 July 2026 · Summarised here 27 July 2026

The Consumer Duty was designed to ensure firms were focussed on the outcomes that matter to their customers. Understanding the actual experiences of people and identifying potential harm are essential to delivering these improvements. So outcomes monitoring is at the heart of helping consumers to better navigate their financial lives.Understanding these outcomes is about more than collecting data…