Host Lucinda Carney welcomes Robert Bell, the Founder of RB Compliance Consultancy and author of 'A Practical Guide to the FCA's Consumer Duty', to the Compliance Culture Podcast. Together, they unpack one of the most debated aspects of Consumer Duty compliance, the annual board report. Robert shares practical advice on measuring, monitoring, and reporting customer outcomes, framing the process as a business improvement tool rather than a regulatory burden. The discussion also touches on evolving FCA expectations, including the Consumer Duty Champion role and possible 'light-touch' adjustments, before closing with how dashboards like Actus Oversight can centralise data, visualise trends, and create an auditable trail of improvements.

Key Takeaways

• Consumer Duty board reports should focus on customer outcomes, not just compliance activity.
• Data must tell a story, quality and insight matter more than quantity.
• Good outcomes differ across customer segments and should be clearly defined and measured.
• Culture and incentive structures are key to sustainable compliance.
• Effective oversight relies on collaboration between compliance, HR, marketing, and leadership.

Valuable Resources

Why Actus Oversight?

Stay ahead of FCA Consumer Duty with Actus Oversight. The smart solution for regulated firms. Our platform delivers real-time dashboards, key compliance tracking metrics, and automatic ownership, giving you complete visibility and control with ease. 

✅ Simplify Consumer Duty compliance 

✅ Ensure accountability with automated ownership 

✅ Gain actionable analytics through real-time data 

🔍 Learn more about Actus Oversight here: Discover Actus Oversight

Find the perfect solution tailored to for your organisation. Why not take a look at our purpose-built compliance tools specially designed for financial services and get the answers you've been searching for: Click here to Browse

About Actus Software

Actus helps HR and business leaders drive performance and engagement through flexible HR software and expert resources.

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About The Guest, Robert Bell

Robert Bell is a seasoned financial services compliance expert with years of experience in the industry. As the Founder of RB Compliance Consultancy, he supports forms with FCA authorisation, regulatory training, Consumer Duty implementation, and board report design. Robert has held senior roles including Head of Compliance and Director of Legal and Compliance. He has also authored industry guidance for organisations such as the Money Trust and CII. Robert is the author of 'A Practical Guide to the FCA's Consumer Duty', making him a trusted voice on evolving regulatory expectations and practical compliance solutions.

Contact Robert

RB Compliance Consultancy: www.rbcompliance.co.uk

LinkedIn: https://www.linkedin.com/in/robert-bell-56366916/

About The Host, Lucinda Carney

Lucinda Carney is a Chartered Psychologist, CEO of Actus Software, and host of the award-nominated, chart-topping HR Uprising Podcast. With over 20 years’ experience in organisational development and leadership, Lucinda has worked across a wide range of industries helping HR professionals establish behavioural change and accountability. Her passion for collaboration led her to create the HR Uprising community, empowering HR professionals to ‘rise up’ together. Now, Lucinda brings her expertise into a new space, exploring the human side of compliance through expert conversations with industry leaders and practicing compliance professionals.

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