FCA Consumer Duty Deadline: Why Manual Monitoring Will Hold You Back

FCA Consumer Duty Deadline: Why Manual Monitoring Will Hold You Back

The 31st July 2025 marks a significant milestone for FCA-regulated firms. This is the deadline for demonstrating full compliance with Consumer Duty for all open products and services, with closed book requirements following in 2026. Yet many firms still rely on manual tracking methods that not only waste time but also run counter to the proactive ethos of the duty itself.

In this blog, we explore why manual processes and spreadsheets are no longer fit for purpose and how Actus Oversight can help you shift from reactive to proactive compliance.

What Is the FCA Consumer Duty?

The FCA’s Consumer Duty represents a shift from traditional rules-based regulation to an outcomes-focused regime. Firms must prove they are actively working to:

• Design products and services that meet genuine customer needs
• Deliver fair value across pricing and service
• Communicate clearly so customers can make informed decisions
• Provide ongoing support that results in positive customer outcomes

Ultimately, the Duty asks firms to consider: “Are we doing the right thing by our customers?” and not just “Are we compliant?”

The Problem with Manual Monitoring 

Despite the scale of this regulatory change, many firms still rely on outdated, manual tracking approaches. Here’s why that’s a problem:

Its slow and labour intensive 

Manually entering Consumer Duty metrics into spreadsheets, emailing stakeholders for updates, or consolidating responses for board reports is incredibly time-consuming. These admin-heavy processes drain internal resource and distract from higher-value activity.

You’re relying on lagging indicators

Spreadsheets usually capture what’s already gone wrong: complaints, dropped calls, missed SLAs. These lagging indicators don’t help firms anticipate risk or prevent poor outcomes before they happen which is the core principle of the Duty.

It undermines board assurance

Boards are expected to take ownership of Consumer Duty compliance. But how can they do that with outdated spreadsheets, patchy oversight, or manually compiled reports that may be days (or weeks) out of date?

Manual tools make it hard to demonstrate governance, accountability, or responsiveness- three things the FCA will be expecting from your annual board reports due from July 2024 onwards.

From Reactivity to Proactivity with Actus Oversight

Consumer Duty isn’t just about avoiding non-compliance—it’s about driving better customer outcomes. Actus Oversight supports this goal with purpose-built technology that enables:

Automated ownership and accountability

Assign metrics to specific owners with system-generated reminders and action tracking. Never chase for updates again.

Real-time dashboards and MI reporting

Track performance live with clear, visual dashboards. Use RAG ratings to highlight areas of concern, drill down to root causes, and act before the issue becomes a complaint.

Leading indicators, not just lagging ones

Monitor customer understanding, vulnerability triggers, training completion rates, and other forward-looking metrics that help you predict and prevent poor outcomes.

Audit trails and evidence for the FCA

Easily export evidence of actions taken, outcomes monitored, and gaps closed. Provide your board – and the FCA – with the assurance they need.

The Commercial Case for Proactive Compliance

Boards want more than regulatory tick-boxing. They want visibility, accountability, and a culture of continuous improvement. Actus Oversight supports this by:

• Aligning product, risk, compliance and support teams
• Creating a shared view of outcome performance
• Helping spot early warning signs of value or service failures
• Providing confidence that your firm is doing the right thing – proactively

With clear MI, auditable action tracking and intuitive dashboards, Actus moves you from managing risk retrospectively to proactively safeguarding customer outcomes.

Don’t Let the Deadline Catch You Off Guard

With the 31st July deadline fast approaching, now is the time to switch from spreadsheet-driven compliance to a system designed for dynamic, outcomes-focused oversight.

Actus Oversight enables you to:

• Automate reminders and ownership
• Centralise evidence and audit trails
• Visualise performance in real time
• Focus on fixing gaps – not just reporting on them
• Empower your board to ask the right questions

Get Ahead – Book a Demo Today

Consumer Duty is not a one-off compliance exercise – it’s a long-term shift in how financial firms operate. Those who embrace the spirit of the Duty, backed by modern oversight tools, will not only satisfy the regulator but they’ll also build stronger customer trust, loyalty, and long-term business value.

Book a personalised demo of Actus Oversight today and find out how we can help you meet, and exceed, your Consumer Duty obligations.

Actus Oversight – Consumer Duty Software