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Insights · Client operations

The evidence work, in one place

Client operations is the stretch of the IFA workflow the FCA actually audits — the suitability report that justifies the recommendation, the ongoing review that captures continuing-good-outcomes evidence, the file note that's still defensible eighteen months later. Anchored on Eliot Jones with Matthew Hull as second reviewer.

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Client operations covers the working artefacts that prove a UK IFA firm met its duty to the client. Suitability reports, fact-find evidence, ongoing-review file notes, vulnerability records, fee disclosures. Consumer Duty year 2 raised the evidence bar on every one of them. This hub collects the practical templates and structured walk-throughs, anchored on Eliot Jones and reviewed by Matthew Hull. Pieces are updated quarterly as FCA guidance shifts.

Two related pillars sit alongside this one. Regulatory & Compliance covers the FCA framework that client operations answers to — Consumer Duty, Targeted Support, vulnerable-customer guidance. CIP / CRP covers the proposition design that shapes which suitability narrative a client receives. Day-to-day client work draws on both.

Articles

How to write a suitability report — a structured approach for UK IFAs

A defensible structure under COBS 9.4 and Consumer Duty. Example wording, ATR + capacity-for-loss framing, the common compliance-review rejection reasons, and what to keep on the file.

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Ongoing service review — agenda, evidence and file note

A practical seven-step annual review structure for UK IFAs under Consumer Duty. The agenda, the evidence to capture, the fair-value confirmation and the file note that lives on the client record.

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Adjacent pillars

Client operations doesn't sit in isolation. Suitability work is regulatory work; ongoing reviews are CIP/CRP work. The two pillars below carry the wider context.

Regulatory & Compliance

Consumer Duty year 2, Targeted Support, vulnerable clients — the FCA framework client-operations work answers to.

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CIP / CRP

The proposition design that determines which suitability narrative a client receives, and how decumulation suitability differs from accumulation.

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Fact-find, risk profile, ongoing-review evidence — the file note writes itself off one record. A free trial sets up the sandbox for your firm in 20 minutes.

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Last reviewed: 15 May 2026 · Reviewed quarterly · Pillar lead: Eliot Jones · Secondary reviewer: Matthew Hull · See our editorial policy.