What the FCA actually requires
The FCA does not prescribe a specific CRM system. It requires that firms maintain adequate records of advice given, client suitability assessments, and all interactions relevant to regulated activities. How those records are maintained is a firm design decision.
The three most common compliance gaps
In our experience, the three most common FCA compliance gaps in CRM are: suitability records not captured at point of advice, client consent not recorded in a structured and queryable format, and complaint records not linked to the relevant client and product relationship.
Designing compliance in from day one
The key principle is that compliance records should be a byproduct of normal working rather than additional administration. When CRM workflows are designed correctly, every regulated interaction automatically generates the audit record.
CRM, data architecture, and Gen AI specialist. Celumai delivers fixed-price CRM implementations for mid-market and enterprise businesses globally.
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