Meet FCA requirements by design, not by audit. Structured workflows, mandatory compliance steps, and automatic evidence generation ensure your operations satisfy Consumer Duty, DISP, and SMCR obligations.
The FCA does not certify software, so no vendor can truthfully claim their product is "FCA approved". What matters is whether the platform generates the evidence the FCA expects during supervision visits and enforcement actions. Here are six capabilities that regulators look for in the systems firms use to manage customer outcomes.
Since July 2023, the Consumer Duty requires firms to monitor and evidence that customers receive good outcomes. Your software should track outcome metrics — resolution times, complaint ratios, customer satisfaction — at the process level, not just the portfolio level.
DISP rules require complaints to be acknowledged, investigated, and resolved within defined timeframes, with specific data reported to the FCA. Your system needs structured complaints workflows with automated deadline tracking and the ability to generate regulatory returns.
The FCA expects firms to identify, record, and respond to customer vulnerability. Your platform should support vulnerability flags, tailored process adjustments, and evidence that vulnerable customers received appropriate treatment throughout their journey.
Every customer-facing action should be logged automatically with a timestamp, user ID, and the data that was viewed or changed. Manual audit logging is unreliable and insufficient for FCA scrutiny. The trail must be immutable — no retrospective editing.
Compliance cannot depend on individuals remembering to follow the process. Your workflow tool should enforce mandatory steps — ID verification, risk assessment, disclosure checks — so they physically cannot be skipped or completed out of sequence.
The FCA requires periodic data submissions including complaints returns, product governance reports, and Consumer Duty board reports. Your system should be able to generate these reports from operational data without manual compilation from spreadsheets.
Purpose-built capabilities for fca-compliant software operations — not generic templates you have to work around.
Track customer outcomes at the process level. SwiftCase monitors resolution times, fair treatment indicators, and outcome metrics across every workflow, generating the evidence boards and senior managers need for Consumer Duty reporting.
Pre-configured complaints workflows enforce FCA timeframes: acknowledge within 5 days, resolve within 8 weeks, issue final response letters with FOS referral rights. Automated deadline tracking ensures no complaint breaches regulatory timelines.
Flag vulnerability at any point in the customer journey. Workflows automatically adjust — extending timeframes, routing to specialist handlers, requiring additional oversight — and log every accommodation made for regulatory evidence.
Every action is logged automatically: who did what, when, and what data they accessed or changed. The audit trail cannot be edited retrospectively, providing the evidential integrity the FCA expects during supervisory reviews.
Work with our implementation team to identify the FCA requirements applicable to your firm — Consumer Duty, DISP, SMCR, ICOBS, or sector-specific rules — and map them to specific workflow steps and evidence points.
Build workflows with mandatory compliance steps that cannot be bypassed. Set regulatory deadlines, vulnerability screening triggers, and outcome monitoring checkpoints directly into each process.
As your team processes cases, SwiftCase automatically enforces compliance steps, logs evidence, and monitors deadlines. Handlers focus on the work while the system ensures nothing is missed or undocumented.
Generate FCA returns, Consumer Duty board reports, and complaints MI directly from operational data. No manual compilation, no spreadsheet reconciliation — the data is already structured and evidenced.
See how teams use SwiftCase for fca-compliant software across different scenarios.
Manage the full DISP complaints lifecycle from identification through investigation to final response. Automated timeframe tracking ensures acknowledgement within 5 business days and resolution within 8 weeks, with FOS referral letters generated automatically.
Identify → Acknowledge → Investigate → Resolve → Final Response → FOS Referral
Screen for vulnerability indicators at intake and throughout the customer journey. When vulnerability is identified, workflows automatically adjust timeframes, route to trained handlers, and log every accommodation for regulatory evidence.
Screen → Flag → Adjust Process → Specialist Handler → Monitor → Evidence
Generate FCA complaints returns, Consumer Duty outcome reports, and SMCR responsibility maps from live operational data. Scheduled reports ensure deadlines are met without manual data gathering from multiple systems.
Data Collection → Validation → Report Generation → Review → Submission
Track the four Consumer Duty outcomes — products and services, price and value, consumer understanding, and consumer support — across every customer-facing process. Dashboard views give senior managers and boards the oversight the FCA expects.
Outcome Metrics → Threshold Alerts → Root Cause Analysis → Board Report
No software is FCA-approved or FCA-certified — the FCA does not certify technology products. What SwiftCase provides is the operational infrastructure that helps regulated firms evidence compliance: immutable audit trails, mandatory workflow steps, outcome monitoring, and regulatory reporting. These are the capabilities FCA supervisors look for when assessing whether firms have adequate systems and controls.
SwiftCase tracks the four Consumer Duty outcomes across every customer-facing workflow. Resolution times, fair treatment indicators, vulnerability adjustments, and complaint ratios are monitored automatically. This data feeds into dashboard views for senior managers and board-level reports, providing the ongoing monitoring the FCA expects under the Duty.
Yes. Because complaints are managed within structured workflows, all the data the FCA requires for complaints returns — volumes, root causes, resolution times, outcomes, redress amounts — is captured during normal operations. Reports can be generated on demand or scheduled to align with your regulatory reporting cycle.
Vulnerability can be flagged at any point in the customer journey using structured indicators aligned to the FCA's vulnerability guidance. Once flagged, workflows automatically adjust: timeframes extend, cases route to specialist handlers, additional oversight steps activate, and every accommodation is logged. This creates the evidence trail the FCA expects for fair treatment of vulnerable customers.
The audit trail logs every action automatically with timestamp, user ID, and full change context. It is immutable — no retrospective editing is possible. This provides the evidential integrity that FCA enforcement teams and compliance consultants expect when reviewing whether a firm's systems and controls are adequate.
Into Your Operations?
See how SwiftCase helps regulated firms evidence FCA compliance through structured workflows, automatic audit trails, and outcome monitoring — without slowing down your operations.
