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    Targeted Support

    Targeted Support Partnership Programme

    The FCA’s CP25/17 consultation sets out a clear vision for targeted support: firms must deliver ready-made suggestions to clients in common situations, underpinned by robust segmentation, clear communications, and ongoing evidence of consumer understanding and good outcomes. With 8 years of consumer research, market data and providing the “Voice of the Customer” to the industry, Boring Money Business is uniquely positioned to help you meet—and evidence—these requirements at every stage.

    How we are helping clients with Targeted Support

    Our extensive support of firms through Assessment of Value and Consumer Duty has enabled us to develop robust research, implementation and validation frameworks to support good regulatory outcomes and customer centric servicing.

    Our Targeted Support Partnership Framework helps firms navigate the full journey to authorisation, covering every stage of consumer engagement, from guidance through to regulated advice.

    Nike Trost with Holly at Boring Money 2025 - Change and Growth

    At the heart of the conversation

    We were joined by Nike Trost, Head of Department – Asset Management and Pensions Policy for the Financial Conduct Authority, at our fourth annual conference, Boring Money 2025 - Change and Growth. This article is a summary of the speech given by Ms Trost, along with her responses to CEO Holly Mackay’s questions.

    We can support your Targeted Support journey with:

    Helping you deliver against FCA Requirements

    1. Supporting customer understanding (PRIN 2A.5.3R, COBS 9B.6.5R)

    What the FCA requires: Firms must ensure communications meet customers’ information needs, helping them to make effective, timely, and properly informed decisions. Disclosures must be tested and tailored to the characteristics of the intended audience—including specialist criteria such as the needs of vulnerable customers and considerations for product complexity.

    How we deliver:

    • We design and test disclosures with real consumers, using both qualitative and quantitative research to evidence understanding and clarity.

    • Our iterative consumer testing process ensures that communications are accessible, jargon-free, and resonate with diverse segments—including vulnerable customers and more.

    • We provide independent evidence and feedback to support your regulatory submissions and demonstrate approaches to compliant consumer outcomes.

    2. Cohort Definition and Segmentation

    • What the FCA requires: Firms must pre-define consumer segments and situations, using data to identify who will benefit from targeted support and to evidence a clear end-to-end journey.

    • How we deliver:

    • We can support your definitions of cohorts using demographic, behavioural, and attitudinal data—sense-checking inclusion and exclusion criteria and validating and refining your segmentation approach.

    • Our data and insight packs, informed by our proprietary research panel, help you evidence your segmentation to the FCA and ensure your support is targeted and effective

    3. Journey mapping and service design

    What the FCA requires: Firms must evidence a clear, tested customer journey for targeted support, and show that it delivers favourable consumer outcomes.

    How we deliver:

    • We map customer journeys, identify pain points, and use consumer feedback to refine service design.

    • Our strategic workshops and journey testing ensure your targeted support model is robust, consumer-centric, and ready for regulatory scrutiny.

    • We provide clarity and evidenced input to support journey build, early prototypes, and go-to-market plans

    4. Ongoing testing and monitoring

    What the FCA requires: Firms must have plans for ongoing checking to ensure their targeted support model continues to operate as intended, and must monitor outcomes for continuous improvement.

    How we deliver:

    • We offer post-launch consumer feedback, monitoring, and iterative testing to ensure your targeted support continues to deliver good outcomes.

    • Our evidence framework helps you demonstrate ongoing compliance and adapt to evolving regulatory expectations

    The FCA’s Nike Trost shared the regulator’s latest thinking on Targeted Support, advice guidance, and improving investor disclosures


    Speak to us

    We are already working with a variety of firms to bring their Targeted Support offering to market.

    Contact us at mikhail@boringmoney.co.uk to discuss how you can join our Targeted Support programme, and how we can help you deliver—and prove—better outcomes for your customers.