Plain-English guides to what the FCA expects from insurance brokers and AR principal firms.
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The FCA has set out what good use of AI looks like across Consumer Duty, governance and operational resilience. Having controls is not enough: firms need to show they work.
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The FCA is cutting complexity around Consumer Duty, not the Duty itself. Firms still need to show good customer outcomes, and simpler rules make that evidence matter more.
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PS25/19 replaces 5 complaints returns with one. The first reporting period starts on 1 January 2027, and it asks for more than most brokers record today.
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Most brokers check a small sample of files each month. The maths shows how much that leaves unseen, and why the FCA expects more.
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A principal firm answers to the FCA for every one of its appointed representatives. Here is what the FCA expects you to see, and to prove you saw it.
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More than 3 years into the Consumer Duty, the FCA is asking less about policies and more about proof. Here is what brokers need to be able to show.
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