Consumer Duty Evidence That Builds Itself

It checks every customer contact your firm receives: emails, calls and voicemails, claim notifications and renewals. Each one is assessed against the 4 Consumer Duty outcomes, and complaints, vulnerable customers and fair value issues are flagged as they arrive. Every flag gets a timestamped record, and your complaints register, vulnerable customer log and renewal records stay up to date in one dashboard.

Consumer Duty asks your firm to evidence good outcomes across Products & Services, Price & Value, Consumer Understanding and Consumer Support, and to take particular care of customers with characteristics of vulnerability. Omniron records which outcome every customer contact relates to, flags anything that points to a poor outcome, and keeps the evidence your board needs for its annual Consumer Duty report and your MI reporting.

AR principal firms and directly authorised insurance brokers alike. Principals see complaints and vulnerable customers across every AR in one place, and brokers have their Consumer Duty evidence build itself.

Yes. The same records that build your Consumer Duty evidence also feed the FCA's new complaints return under PS25/19, which starts on 1 January 2027. Every complaint is logged as it arrives, including whether the customer is vulnerable and whether the complaint relates to their vulnerability, the 2 new data points the FCA now asks for. When your return is due, the figures are ready to export rather than pieced together by hand.

Yes. You can start with Compliance Autopilot for email, or take Compliance 360 for all 4 products: Compliance Autopilot, the Voice & Out of Hours Logger, Claims Intake and the Renewal Comparator, all in one dashboard.

Yes, that's what the Principal View is for. It shows complaints and vulnerable customers across every AR, ready for annual AR reviews and your FCA returns.

No. It gives your consultant, your board and your team the full picture from every customer contact, so their time goes on judgement, not searching.

No tool can. Omniron checks every customer email, flags what needs a person and keeps the record, so you can show how each customer was treated. Your firm makes the decisions and stays responsible for its customers and for meeting the FCA rules.

The FCA does not approve or endorse software, so no tool can honestly say it is FCA approved. What matters is the evidence your firm can show, and that a person at your firm decides every flag.

Yes. An appointed representative can use Omniron for its own inbox. If its principal uses the Principal View, the AR's director agrees in writing before the principal can see its records, and can withdraw that agreement at any time.

A file review checks a small sample of past cases, weeks or months later. Omniron checks every customer email as it arrives, so a hidden complaint or a vulnerable customer is found while there is still time to act, not at the next review.

How Much Does Sampling Miss?Read the Article

Most compliance software helps you manage your framework: policies, training, a compliance calendar and reports. Omniron does a different job. It checks every customer contact as it arrives, and a person at your firm decides each flag, so you can show what happened to each customer. Many firms use both.

Omniron does the heavy lifting. It reads every customer contact, identifies complaints using the FCA's complaint definition (DISP), spots signs of vulnerability using the 4 drivers in the FCA's vulnerability guidance (FG21/1), links each contact to the right Consumer Duty outcome, starts the 8-week complaint deadline and suggests the next step. Your team then confirms each flag with one click, so the final decision stays with your firm, as the FCA expects, and every decision is recorded.

Yes. Any AI can misread a message, so Omniron is built to keep your team in charge. The AI works only from what the customer actually wrote and quotes the words behind each flag, so your team can see exactly why it was raised. Every record shows a confidence score, and when in doubt the AI flags for review rather than letting something pass. A person at your firm confirms or corrects every flag, and every correction is recorded. Each week, a person also checks a random sample of the emails the AI did not flag, so anything it missed is found, logged and put right.

Your firm is. Under the Senior Managers and Certification Regime (SM&CR), the senior manager responsible for an area is accountable for the AI used in it. Your team decides on every flag, and every decision is recorded, including when they disagreed with the AI. Omniron also records who answers for the AI at your firm, who reviews flags, who does the weekly check of emails the AI did not flag, who handles urgent cases and how fast, and when the arrangement is next reviewed. Your board report shows the evidence. Omniron prepares the evidence; your firm makes the decisions.

Each week, a person at your firm checks a random sample of last week's customer emails that the AI did not flag: 5% of them, at least 5 and at most 20. Anything the AI missed is logged and put right, and the results go into your board report.

Omniron flags signs of vulnerability using the 4 drivers in the FCA's guidance (FG21/1): health, life events, resilience and capability, and shows the words that raised the flag. A person reviews each one, it goes into your vulnerable customer log, and your figures show how quickly each was reviewed.

Your customer emails stay in your own inbox, so nothing is lost and your team carries on as normal. Our service is checked around the clock, we are alerted straight away if it stops, and we tell you if it affects you.

It follows written instructions built around the FCA's definition of a complaint (DISP) and the 4 drivers of vulnerability in FG21/1: health, life events, resilience and capability. It is not trained on your data. It suggests; a person at your firm decides.

Yes. For a vulnerable customer it shows the words that raised the flag and the driver; for a complaint, what it is about and the deadline it starts. Your team can open the email itself, and if they disagree, they say why and it is kept on record.

No. Your data is never used to train AI models, ours or anyone else's. Our AI provider's commercial terms do not allow customer data to be used for training.

Your records are stored in the UK, on Amazon Web Services (AWS) in London. They are encrypted, each firm can only see its own records, and every login is protected by a password, with two-step sign-in using an authenticator app: Omniron staff must use it, and your firm can require it for every login. If you leave, all of your data is returned to you and then deleted. Our How We Handle Your Data page has the detail.

Card and bank details are removed from emails and call transcripts before any AI processing. Connections are encrypted, and every action in the dashboard is recorded.

Your privacy notice should explain that you use service providers to handle customer communications. Omniron acts as your data processor under a data processing agreement, and we can suggest wording for your privacy notice.

No, unless we open your firm for a reason, such as when you ask for help. Every opening is logged with who opened it, when and why, and you can see that log yourself in your dashboard. Access closes itself after 8 hours.

Only the people at your firm with a login. A principal sees an AR's records only after the AR agrees in writing, and can read but not change them. Omniron staff see a firm's records only when they open that firm with a written reason, and every opening is logged for you to see. You can share your board report and exports with your compliance consultant.

How We Handle Your Data

All of your records are exported and returned to you. Once you confirm you have your copy, they are deleted, and the deletion itself is recorded.

How We Handle Your Data

No. Omniron does not replace your policy administration or broking system. It is an add-on layer that connects to the inbox your customers already write to and, once the Voice & Out of Hours Logger launches, to your phone line for calls and voicemails. Your policies, quotes and client records stay where they are, your team keeps working the way it does today, and the evidence builds alongside.

No. Omniron is an add-on to the systems you already use, not a replacement. Customers keep emailing, calling and making claims as they do now. Omniron works in the background, and your team reviews every flag in one dashboard.

We connect securely to the mailbox your customers write to, to your phone line for calls and voicemails, and add a claims form to your website. Claims made by phone are logged by your team in the same dashboard, and renewals are uploaded from a spreadsheet, such as an Excel export from your broking system. We agree the set-up with you or your IT contact during onboarding.

It depends on the products you choose, the size of your firm and how you pay. To see your firm's exact price, click one of the links below.

See Every PriceFind Your Compliance Gaps

Yes. Every firm starts with a 90-day paid pilot, so you see it working on your own customer contacts first. After 90 days it continues as a 12-month agreement, unless you tell us in writing at least 14 days before day 90. If you stop, there is nothing more to pay and all your data is returned to you. The set-up fee is paid at the start and is not refunded, but if you then pay the year upfront it is taken off your annual invoice.

Everything to get you running: a secure connection to your customer inbox, tuning to your products and wording, logins for your team, a live training session, and a check of your first week of flags together. On Compliance 360 it also covers your own claims form, and your phone line once the Voice & Out of Hours Logger launches.

See the Full Set-Up List

About 14 days from your signed agreement: logins and set-up in days 1 to 2, your inbox connected and your AI Oversight Setup written with you in days 3 to 7, then switched on with a training session and your first week of flags reviewed together. Your start date is confirmed in your agreement.

See What the Set-Up Covers