Consumer Duty is embedded – but is the industry truly raising standards?

In June 2026, Sharon Straughan, Risk & Compliance Director at Coplus, featured in a series of videos answering key questions on Consumer Duty. Sharon shares where firms are making meaningful progress, and where some are still operating with a compliance-led mindset.

What does a “good customer outcome” really look like in practice?

Sharon explains how outcomes should be measured across the full customer journey, especially at key moments like claims and complaints.

Are you using MI to drive improvement, or just report on it?

Sharon shares how boards and senior leaders should be using MI differently under Consumer Duty.

Follow Coplus on LinkedIn for more practical compliance and leadership insights.

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