Supporting Dealers with the FCA’s Consumer Duty

The FCA’s Consumer Duty represents a fundamental shift in how UK motor dealers must treat customers, requiring firms to act to deliver good outcomes, provide fair value, and ensure clear, customer-friendly communication across the entire sales journey.

For many dealers, meeting the Duty’s standards can feel daunting, especially with growing regulatory scrutiny and the need for detailed compliance evidence.

That’s where ComplianceTrak, OnTrak and InsightTrak come in.

These purpose-built compliance and performance applications are designed specifically for motor retailers. Together, they embed Consumer Duty compliance into your day-to-day operations — reducing risk, increasing transparency, and improving outcomes for your customers.

How ComplianceTrak & OnTrak Align with the FCA’s Four Consumer Duty Outcomes

We’ve mapped and aligned our applications directly to the FCA’s four key outcomes under the Consumer Duty:

✅ 1. Products & Services — Fit for Purpose and Appropriate

ComplianceTrak enables:

• Clear, compliant product presentations for finance, insurance, and value-added products

• Digital journey capture to confirm that products offered match customer needs

• Custom workflows to ensure regulated and non-regulated products are appropriately segmented

• Accurate and consistent documentation of the customer journey

✅ 2. Price & Value — Demonstrating Fair Value to Customers

ComplianceTrak enables:

• Full product and commission disclosure at the point of sale

• Built-in tools to ensure fair pricing structures across finance and insurance offerings

• Journey records to support your firm’s fair value assessments and MI reporting

• Alerts and data visibility for pricing consistency and FCA-aligned practices

✅ 3. Consumer Understanding — Clear and Effective Communication

ComplianceTrak enables:

• Intuitive, plain-English product explanations

• Pre-configured journey flows that highlight key terms, risks, and optionality

• Visual tools and digital aids that help customers make informed decisions

• A verifiable audit trail showing what was explained and agreed

✅ 4. Consumer Support — Ongoing Help and Vulnerability Awareness

OnTrak enables:

• Targeted training modules on the Consumer Duty, vulnerability, and treating customers fairly

• Tailored staff pathways for different dealership roles

• Knowledge checks and certification to track staff competence

• Regular updates to reflect FCA expectations and best practice

InsightTrak enables:

• Systematic identification and flagging of vulnerable customers

• Integrated support prompts to ensure appropriate handling and follow-up

• Capture and reporting of vulnerability-related interactions and support actions

• Management dashboards to track vulnerability trends and staff response

A Complete Compliance Framework for Automotive Retailers

Together, our platform delivers:

✅ Full customer journey capture

✅ Staff training and accountability

✅ Vulnerable customer oversight

✅ MI and documentation for FCA reporting

✅ Confidence that your dealership is delivering good outcomes consistently

Ready to Align with the FCA's Consumer Duty?

With ComplianceTrak, OnTrak, and InsightTrak working in harmony, your dealership can meet and exceed the requirements of the Consumer Duty.

Get in touch with us today to learn how we can help your dealership transition to a more intelligent, more secure, and fully compliant future.

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