The FCA wants firms to move past activity-based monitoring — the “we ran 12 reviews this quarter” kind of reporting — and shift toward genuine outcomes-focused work that drives real change for consumers. What the FCA Wants Firms to Do DifferentlyThe core ask is pretty straightforward, even if execution is hard. Firms need monitoring frameworks that give a full picture of customer outcomes. Frequently Asked Questions What did the FCA’s review find about how firms currently monitor consumer outcomes? Does the FCA say smaller firms need complex systems to comply with outcome monitoring requirements?