Benchmarking for borrowers in financial difficulty

With protections for struggling borrowers now embedded in the regulatory handbook, boards must actively monitor outcomes experienced by their customers. Sophie Espinasse reports on building a data-driven compliance framework that meets FCA expectations.

Sophie Espinasse is head of Client Learning at Konexo. Developed by Eversheds Sutherland, Konexo provides consulting and alternative legal and compliance services to support in-house functions globally: www.eversheds-sutherland.com/en/global/capabilities/services/konexo.

As regulatory expectations evolve, financial services firms in the United Kingdom face increasing pressure to demonstrate not just compliance, but meaningful customer outcomes - particularly for borrowers in financial difficulty (BiFD) and vulnerable customers more broadly. The Financial Conduct Authority's 2025-2030 strategy places outcomes-based regulation at its core, emphasising quality assurance, data-driven oversight and the principles of the Consumer Duty.