Evidence Consumer Duty outcomes

Support the four key Consumer Duty outcomes and durable medium requirements through secure document and communication software.

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What is Consumer Duty?
Consumer Duty is a set of principles introduced by the FCA to ensure financial services firms are genuinely delivering good outcomes for customers. Prior to this, the more policy-focused rules were leading to businesses developing processes that were compliant on paper, but in practice didn’t support positive outcomes for customers.
Distribute personalised or generic documents in bulk
The updated Duty itself came into force for all products in 2024 and is built around four outcomes:
Products and services should meet real customer needs.
They should provide a fair price and value.
Communication needs to be delivered in a way that people can understand.
Support needs to be provided for all customers.
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What are the 2026 durable medium requirements?
New durable medium requirements, introduced in the FCA's PS25/13, made digital communication the default way for firms to deliver MiFID-derived retail disclosures. These rules require these digital communications to be personally addressed to the customer, storable for future reference and reproducible unchanged.
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While this change provides initial hurdles for businesses managing digital transformation, the long term benefit is that digital delivery is lower cost and easier to evidence than paper-based communications.
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How Legado helps firms meet Consumer Duty requirements
Legado offers secure document delivery and storage, communications and eSignatures with features designed to support the required outcomes under Consumer Duty.
Outcome tracking by member
Get a record of who has received, accessed, responded to or acted on your communication. This helps you understand and evidence what information reached the customer and if they engaged with it.
Customer onboarding
Secure document collection
Ongoing customer servicing
Trust creation and optimisation
Probate and estate administration
Intergenerational wealth transfer
Adviser and customer document sharing
Secure digital delivery with durable medium evidence
Every document is retained exactly as sent, so you can show it was personally addressed, store it for future reference, and confirm it remains unchanged. This satisfies the three durable medium requirements.
Customer onboarding
Secure document collection
Ongoing customer servicing
Trust creation and optimisation
Probate and estate administration
Intergenerational wealth transfer
Adviser and customer document sharing
Complaint and evidence support
When a complaint comes in, or the FCA requests information, you can pull exactly what was sent, when, which version, which channel, whether it was accessed, and any responses.
Customer onboarding
Secure document collection
Ongoing customer servicing
Trust creation and optimisation
Probate and estate administration
Intergenerational wealth transfer
Adviser and customer document sharing
Configurable paper fallback and accessibility support
EmailHub verifies who's reachable digitally, with paper fallback for anyone who opts out or fails validation. This ensures digital-by-default doesn't leave anyone underserved, helping you meet the requirement of communication being delivered in a way everyone can understand.
Customer onboarding
Secure document collection
Ongoing customer servicing
Trust creation and optimisation
Probate and estate administration
Intergenerational wealth transfer
Adviser and customer document sharing
Document withdrawal and remediation
If a communication is issued in error, you can revoke or correct it, and the fix itself is retained as evidence. This shows the FCA not just that an issue was caught, but that it was actively corrected.
Customer onboarding
Secure document collection
Ongoing customer servicing
Trust creation and optimisation
Probate and estate administration
Intergenerational wealth transfer
Adviser and customer document sharing
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Built for trust, backed by compliance
ISO/IEC 27001:2022 certified
UK eIDAS AES capability
Encryption in transit and at rest
Microsoft Azure infrastructure
Supports UK GDPR compliance
UK-hosted
Flexible deployment to suit your business
Integrate with your existing technology stack, embed into your digital journeys, or deploy Legado as a standalone solution, while maintaining a consistent customer experience.
Standalone platform
Use Legado as a complete, branded solution to manage document sharing, customer communications and eSignatures.
Embedded experience
Embed Legado into your existing systems, with your branding and SSO to create a seamless experience for your teams.
API integration
Connect it to your existing systems and trigger communications through APIs when an action is taken, such as sending a quarterly document for review.
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Your customer communications questions, answered
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What's the best way to replace paper customer communications?

The best way to replace paper customer communications is to make digital the easy choice.

CommsHub helps you capture verified email addresses and communication preferences, so you can move customers to secure digital communications while continuing to support paper.

  • Claims tracking
  • Document collection
  • Workflow automation
  • Customer communications to keep policyholders updated
How can financial institutions evidence customer communications for Consumer Duty?

Financial institutions need evidence that important communications were delivered, understood where possible, and supported good customer outcomes.

This includes maintaining an auditable record of communications, delivery, customer engagement and any follow-up actions to demonstrate compliance. This is made possible with software like Legado.

  • Claims tracking
  • Document collection
  • Workflow automation
  • Customer communications to keep policyholders updated
How do enterprise financial institutions manage high-volume customer communications?

Enterprise financial institutions typically centralise customer communications rather than managing them across print, email and legacy systems. This allows their teams to automate high-volume distribution, personalise communications, monitor delivery and engagement, and maintain a complete record of every interaction.

  • Claims tracking
  • Document collection
  • Workflow automation
  • Customer communications to keep policyholders updated
How can financial institutions move customers from paper to digital communications?

Successful paperless transformation starts with a verified customer email database. CommsHub helps organisations capture and maintain trusted customer email addresses.

  • Claims tracking
  • Document collection
  • Workflow automation
  • Customer communications to keep policyholders updated
How do financial institutions communicate securely with customers?

Financial institutions communicate securely using encrypted digital platforms that protect sensitive information and provide a complete audit trail.

Enterprise organisations including FNZ, Aberdeen, Co-op, Quilter and Moneyhub trust Legado for secure customer communications.

  • Claims tracking
  • Document collection
  • Workflow automation
  • Customer communications to keep policyholders updated
Can you use CommsHub with other Legado products?

Yes, all our products can be used together in a workflow to support your digital transformation.
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This means you can connect customer communications with document management, and eSignatures.

  • Claims tracking
  • Document collection
  • Workflow automation
  • Customer communications to keep policyholders updated
Evidence every customer interaction with Legado
See how Legado helps financial institutions orchestrate secure, evidence-led customer journeys
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