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FCA Consumer Duty Compliance Overview
Total Vulnerable Customers
1,247
FCA Compliance Score
94%
Active Vulnerabilities
89
Avg Response Time
2.3h
Recent Vulnerability Assessments
Sarah Mitchell
Health & Financial difficulty
2 minutes ago
James Rodriguez
Life events - Mental health
15 minutes ago
Emma Thompson
Capability - Bereavement
1 hour ago
Forbearance Actions Required
Payment Deferral Review
Customer ID: 10478
Interest Rate Reduction
Customer ID: 10523
Term Extension
Customer ID: 10389
Customer Management
Manage and track vulnerable customer profiles
| Customer | Four-Driver Assessment | Risk Level | Forbearance Status | Case Manager | Actions |
|---|---|---|---|---|---|
|
SM
Sarah Mitchell
sarah.mitchell@email.com
|
Health + Financial
Last assessed: 2 min ago
|
High Risk | Payment Deferral | Vera Swaine | |
|
JR
James Rodriguez
james.rodriguez@email.com
|
Life Events
Last assessed: 15 min ago
|
Medium Risk | Interest Reduction | Lisa Chen | |
|
ET
Emma Thompson
emma.thompson@email.com
|
Capability
Last assessed: 1 hour ago
|
Low Risk | Term Extension | Mark Wilson |
FG21/1 Four-Driver Vulnerability Assessment
Systematic evaluation using Health, Life Events, Resilience, and Capability drivers
Customer Selection
Assessment Progress
2 of 4 drivers completedHealth
Physical and mental health conditions
Life Events
Significant life changes or events
Resilience
Ability to withstand financial shocks
Capability
Ability to make informed decisions
Assessment Results
PS24/2 Forbearance Decision Tree
Systematic evaluation of all required forbearance options
Customer Context
Customer
Sarah Mitchell
Vulnerability Assessment
High Risk
Primary Drivers
Health + Financial
Mandatory Forbearance Options Assessment
Payment Deferrals
Temporary suspension of payments to provide breathing space
Interest Rate Reductions
Temporary or permanent reduction in interest rates
Term Extensions
Extending the repayment period to reduce monthly payments
Arrears Capitalization
Adding arrears to the outstanding balance
Individual Circumstances Assessment
Credit File Impact Explanation
The following impact on your credit file will be recorded in factual terms:
- • Payment arrangement agreed due to financial difficulties
- • Temporary payment reduction/deferral in place
- • Account management plan active
- • Customer in receipt of forbearance support
Priority Debt Calculator
PS24/2 essential expenses assessment and sustainability checks
Customer Financial Overview
Monthly Income
£2,850
Essential Expenses
£2,120
Disposable Income
£730
Priority Debt Categories (PS24/2 Definitions)
Mortgage/Rent
Essential housing costs
£1,200/month
Priority Debt
Council Tax
Local authority charges
£180/month
Priority Debt
Utilities
Gas, electricity, water
£220/month
Priority Debt
Food & Essentials
Basic living costs
£350/month
Priority Debt
Credit Cards
Non-essential credit
£150/month
Non-Priority
Personal Loan
Unsecured borrowing
£280/month
Non-Priority
Sustainability Assessment
Current Arrangement
Proposed Arrangement
The proposed arrangement leaves sufficient funds for essential needs and maintains customer wellbeing.
Support Actions
Manage intervention workflows and case tracking
Pending Actions
23
In Progress
45
Completed
127
Overdue
8
Forbearance Action Templates
Temporary payment pause
Lower interest rate
Extended repayment period
Add arrears to balance
Active Support Cases
| Customer | Forbearance Type | Status | Review Date | Assigned To | Actions |
|---|---|---|---|---|---|
| Sarah Mitchell | Payment Deferral | Pending | Today | Vera Swaine | |
| James Rodriguez | Interest Reduction | Active | Tomorrow | Lisa Chen | |
| Emma Thompson | Term Extension | Review Due | Yesterday | Mark Wilson |
FCA Compliance Dashboard
Consumer Duty and regulatory oversight
Overall Compliance Score
94%
Consumer Duty Adherence
96%
Response Time SLA
89%
PS24/2 - Forbearance Implementation
All forbearance options systematically considered with proper documentation
FG21/1 - Vulnerability Assessment
Four-driver framework implemented with comprehensive documentation
FG22/5 - Consumer Duty
Vulnerable customers receiving appropriate support without barriers
Priority Debt Protection
Essential expenses protected in all forbearance arrangements
Regulatory Document Templates
Vulnerability Assessment Form
FG21/1 compliant assessment using four-driver framework
Forbearance Arrangement Letter
PS24/2 compliant forbearance documentation
Credit File Impact Explanation
Clear, factual explanation of credit file implications
Debt Advice Signposting
Mandatory signposting to debt advice services
Audit Trail
Complete regulatory compliance logging and tracking
Activity Timeline
Vulnerability Assessment Completed
2 minutes ago
Four-driver assessment for Sarah Mitchell - High Risk identified
User: Vera Swaine | Customer ID: 10478
Forbearance Decision Tree Completed
5 minutes ago
Payment deferral approved for James Rodriguez - All options considered
User: Lisa Chen | Customer ID: 10523
Priority Debt Calculation
10 minutes ago
Sustainability check passed for Emma Thompson - Arrangement approved
User: Mark Wilson | Customer ID: 10389
Document Generated
15 minutes ago
Forbearance arrangement letter created for Customer 10478
User: Vera Swaine | Template: PS24/2 Compliant
Compliance Alert Generated
20 minutes ago
Review overdue for Customer 10634 - Action required
System Alert | Priority: High
Compliance Reports
Regulatory reporting and analytics
Generate Reports
Consumer Duty compliance summary
Four-driver assessment trends
PS24/2 implementation report
Recent Reports
| Report Name | Type | Generated | Status | Actions |
|---|---|---|---|---|
| December 2024 FCA Compliance | Monthly FCA Report | 1 hour ago | Complete | |
| Q4 2024 Vulnerability Trends | Vulnerability Analysis | 2 hours ago | Processing | |
| Forbearance Effectiveness Review | Forbearance Summary | Yesterday | Complete |
System-Wide FCA Compliance Analytics
Advanced analytics and performance monitoring
Fair Treatment Score
96%
Response Time SLA
89%
Customer Satisfaction
92%
Resolution Rate
87%