Prepared. But can you prove it?

What 400 UK retail and financial services leaders reveal about vulnerable customers, BNPL regulation and the growing importance of operational evidence.

Regulatory readiness is no longer just about policies, training and governance. As FCA scrutiny increases and BNPL regulation comes into force, organisations need to demonstrate how customer outcomes are delivered, evidenced and improved in practice.

New independent research conducted by Cavell. Surveying 500 compliance, operations and customer operations leaders across UK retail and financial services.

The findings at a glance

Is your business really ready for increased scrutiny?

Most organisations believe they are. But our research uncovered a significant gap between confidence and operational reality.

98% believe they’re prepared for increased FCA scrutiny
Only 25% have interactions automatically logged and searchable
More than half would need 3–4 days to retrieve a single customer interaction

What you'll learn

Inside this whitepaper, you'll discover

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What 400 UK decision-makers reveal about regulatory readiness

Why Consumer Duty and BNPL regulation are changing operational expectations

The biggest gaps between confidence and evidential capability

The four characteristics of operational readiness

Practical recommendations for making customer outcomes easier to evidence

Download the Whitepaper

98% believe they're ready. Only 25% have evidence that's automatically logged and searchable.

"The gap between awareness and action. It is between believing an organisation can demonstrate compliance and having the operational capability to do so quickly, consistently and with complete confidence."

About the research

Independent research conducted with:

400 UK retail and financial services leaders
Compliance, Operations and Customer Operations professionals
Conducted by Cavell
MRS & ESOMAR research standards