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Is your ISO 27001 internal audit a yearly scramble or a valuable tool for improvement? Explore how spreading audits throughout the year can strengthen your ISMS and give your business greater confidence.

Earlier this year, we sent out an update looking at the Which? Super Complaint and the FCA’s response. The FCA continues to focus on customer outcomes and, in it’s latest questionnaire being sent to brokers, the FCA is looking particularly at ‘Consumer Understanding’.

There has been some useful feedback from the FCA recently which gives an insight into what they are currently considering, and how that may impact on you. In a recent interview, Nikhil Rathi set out the FCA’s current thinking across premium finance, enforcement, commissions and regulatory approach. We’ve summarised the key points.

The FCA has published its Policy Statement PS25/19: Improving the Complaints Reporting process

Following on from their Consultation Paper last year (cp25-12.pdf), and as outlined in our email in August last year, the FCA has published its Policy Statement PS25/21: Simplifying the insurance rules

On 23rd September 2025, in response to a report issued by the FCA in July 2025, the consumer body Which? raised a super-complaint with the FCA about outcomes received by consumers making home and travel insurance claims. On December 2025, the FCA issued its 38-page response. While the complaint and subsequent response may not have any direct implications for you, we’ve shared some of the information provided by the FCA to highlight things that the regulator is doing in its day to day operations that don’t always make the headlines, and what is shaping their approach.

As we move into the second half of 2025, the FCA is introducing the CCR009. This is a new regulatory return that
will affect firms carrying out consumer credit-related activities, including insurance brokers with credit broking
permissions. This change is part of the FCA’s broader push to become a more data-led regulator, and to better
understand how firms are delivering good outcomes for consumers.

If you sell private motor policies to your clients, you’ll know the deadline for submitting the No Claims Discount
information to the CMA is 1st February 2025.

The FCA has launched a questionnaire to help it understand how firms are currently using AI and how they may use it in the future. AI Input Zone | FCA

Our Consumer Duty Board Report Guidance provides firms with practical support for preparing a robust and meaningful Board Report. It covers FCA expectations, monitoring and evidencing customer outcomes, demonstrating fair value, supporting vulnerable customers, and using management information to assess compliance. The guide helps firms show how Consumer Duty is embedded across their business while identifying opportunities for continuous improvement.