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Customer journey reviews
We review the customer journey from first advert or enquiry through to application, lender introduction, customer support and complaints.
Practical Consumer Duty support for credit brokers, ARs, IARs and finance businesses that need to evidence fair customer outcomes across the full customer journey.
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Consumer Duty is not just a policy document. It should shape how your credit broking business operates day to day.
For credit brokers, this means looking at how customers find you, what they are told, how your role is explained, how lender introductions work, how vulnerable customers are supported and how complaints or poor outcomes are identified.
At Authorised Compliance, we help firms turn Consumer Duty into practical controls, clear evidence and useful management information.
Authorised Compliance brings more than 20 years of experience across consumer finance, credit broking, lender relationships, AR networks, IAR models, fintech platforms and motor finance.
That means we understand how customer outcomes can be affected by marketing, website wording, lender introductions, eligibility expectations, fees, commissions, vulnerable customer support and complaint handling.
We help firms review Consumer Duty through the full credit broking journey, not as a separate compliance exercise that sits away from the business.
A strong Consumer Duty framework should help the business understand what customers are experiencing and where risks may appear.
We help firms review the way customers move through the journey, how decisions are explained, whether communications are clear, whether support is effective and whether senior management has the right information to identify issues early.
The aim is to build a framework that supports responsible growth, gives the business better oversight and helps evidence fair customer outcomes.
Authorised Compliance supports firms that need practical help with Consumer Duty implementation, review or ongoing monitoring.
This includes credit brokers, lead generation firms, Appointed Representatives, Introducer Appointed Representatives, fintech platforms, motor finance introducers, affiliate businesses and firms applying for FCA authorisation.
We also support firms that already have Consumer Duty documents in place but need stronger evidence that the framework is working in practice.
Consumer Duty support is particularly useful when your customer journey has changed, your website has been updated, you are launching new marketing activity, working with affiliates, changing lender relationships or preparing for a compliance review.
You may also need support if your Consumer Duty evidence is limited, your MI is too generic, your vulnerable customer process is unclear, complaints are increasing or senior management does not have a clear view of customer outcomes.
Reviewing these areas early helps firms identify risk, improve controls and evidence the actions being taken.
We review your business model, customer journey, target market, communications, lender relationships, support processes and existing Consumer Duty framework.
We highlight gaps in customer understanding, support, fair value, vulnerable customer processes, complaints, MI and governance.
We help improve communications, procedures, outcome monitoring, reporting, action tracking and the evidence behind your Consumer Duty framework.
We provide ongoing support where needed, including reviews, audits, customer journey testing, MI development and remediation planning.
Consumer Duty reviews can become too generic when they are not built around the way credit brokers actually operate.
Authorised Compliance is built around credit broking expertise. We understand how customers move from advert to enquiry, from broker to lender, and from application to outcome.
Our advice is practical, commercially aware and focused on helping firms evidence fair customer outcomes in a way that works for the business.
Speak to Authorised Compliance about Consumer Duty support
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Specialist compliance support for UK credit brokers, Appointed Representatives and Introducer Appointed Representatives. We help firms build practical, FCA-aligned compliance frameworks covering customer journeys, financial promotions, AR/IAR oversight, Consumer Duty, complaints, monitoring and regulatory applications.
Services
FCA application supportAR and IAR supportCredit broker complianceWebsite and financial promotion reviewsConsumer Duty supportCompliance monitoringComplaints and customer outcome reviewsRegulatory remediation supportUseful links
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Email: support@authorisedcompliance.com
Office address: Atlantic Business Centre, Atlantic Street, Broadheath, Altrincham, England, WA14 5NQ
Registered office: Atlantic Business Centre, Atlantic Street, Broadheath, Altrincham, England, WA14 5NQ
Authorised Compliance Ltd is a company incorporated in England and Wales with registered company number 15833435.
Authorised Compliance Ltd is authorised and regulated by the Financial Conduct Authority under Firm Reference Number 1025416.
Registered with the Information Commissioner’s Office under reference ZB802407.