COGNIFAI
Illustrative sample · Fictional firm and data
Monthly conduct evidence pack
September 2026. Every call monitored.
Evidence of how customer and client calls were monitored, what was found and what was done about it, mapped to the FCA's CMCOB rules and Consumer Duty for the claims management business, and the SRA Code of Conduct for the law firm.
01Summary for the board
Coverage
100%
4,812 of 4,812 recorded calls
Fair-call rate
81%
Up from 74% in August
Serious flags reviewed
112
87 upheld by your team
Actions open
8
79 of 87 closed
Fair-call rate, last three months
Jul 69%Aug 74%Sep 81%
Headlines
- Fee explanations on signed CMC cases reached 95%, after August's coaching.
- Vulnerability responses at 87%. 36 customers and clients are being followed up.
- Unsolicited contact: 6 calls traced to one introducer, now suspended.
02Scope and method
| Calls in scope | All recorded inbound and outbound customer and client calls: 3,240 claims management, 1,572 law firm intake. |
| How calls are checked | Every call is transcribed and read in full against the checks below. Each finding links to the exact moment in the recording. |
| Human review | Serious flags (pressure, misleading statements, unanswered vulnerability, client authority, unsolicited contact) are reviewed by a named person at the firm before any finding is upheld. Cognifai flags; the firm decides. |
| Data handling | Transcribed in the EU. Analysed in London. Never used to train AI models. Recordings deleted within 30 days of the report. |
03Results by requirement
Part A · Claims management business · FCA
| Requirement | What was checked on the call | Calls | Met | Not met | Status |
|---|---|---|---|---|---|
| CMCOB 2.2.8R | Third-party payments statement at the start of the call | 3,240 | 94 | Met | |
| CMCOB 2.2.8R | Free route statement, where one exists | 1,108 | 73 | Improving | |
| CMCOB 4.2.5R | Fees explained clearly with an example | 1,322 | 63 | Met | |
| CMCOB 2.1.12R | 14-day cancellation right explained | 1,322 | 29 | Met | |
| CMCOB 2.1.4R | No high-pressure selling | 3,240 | 19 | Met | |
| CMCOB 3.2.1R · 3.2.6R | Fair, clear and not misleading. No unproven outcome or speed claims | 3,240 | 29 | Met | |
| CMCOB 2.1.2R · Consumer Duty | Vulnerability recognised and responded to | 198 | 25 | Action | |
| Consumer Duty | Customer understanding checked before sign-up | 1,322 | 119 | Improving |
Part B · Law firm intake · SRA
| Requirement | What was checked on the call | Calls | Met | Not met | Status |
|---|---|---|---|---|---|
| Code 8.10 · 8.11 | Who the firm is, how it is regulated and the protections available | 1,572 | 85 | Met | |
| Code 8.7 | Costs explained, including what comes out of damages | 610 | 47 | Improving | |
| Code 8.6 | Options explained so the client can make an informed decision | 610 | 60 | Improving | |
| Code 3.4 | Client's needs and circumstances taken into account | 88 | 11 | Action | |
| SRA PI warning notice | Instructions taken directly from the client, not a relative or introducer | 1,572 | 14 | Met | |
| Code 1.2 · 1.4 | No misleading statements and no unfair advantage taken | 1,572 | 14 | Met | |
| SRA PI warning notice | Contact was expected, not an unsolicited approach | 1,572 | 6 | Action taken |
04Vulnerability register
Disclosures
286
198 CMC · 88 law firm
Responded to well
250
87%
Follow-ups assigned
36
Callback by a senior adviser
Most common
Health
then bereavement, money worries
05Exceptions register (extract)
Serious flags reviewed by the firm this month, with the action taken. Full register: 112 entries.
| Ref | Call | Requirement | Finding | Action | Status |
|---|---|---|---|---|---|
| EX-0914 | C-21877 · 00:09:42 | CMCOB 2.1.4R | If we don't get this signed today the window closes. | Upheld. Adviser coached, customer called back and offered to cancel. | Closed |
| EX-0921 | C-22140 · 00:12:05 | CMCOB 2.1.2R | Customer disclosed medication and difficulty understanding. Sign-up continued. | Upheld. Senior callback, information resent in plain English. | Closed |
| EX-0933 | L-08812 · 00:03:31 | SRA warning notice | Instructions given by the client's son. Client not spoken to. | Upheld. Instructions re-taken directly from the client. | Closed |
| EX-0940 | L-09015 · 00:01:12 | SRA warning notice | I didn't ask anyone to ring me. | Upheld. Six calls traced to one introducer. Introducer suspended. | Closed |
| EX-0952 | L-09233 · 00:07:48 | Code 8.7 | Deductions from damages not mentioned before the client agreed to proceed. | Upheld. Costs letter re-sent and explained on a follow-up call. | Open |
| EX-0958 | C-23006 · 00:05:20 | CMCOB 3.2.6R | We get these through much quicker than if you did it yourself. | Not upheld. Firm holds evidence supporting the claim. | Closed |
06Sign-off
Reviewed and approved by the firm.
Prepared by Cognifai
Compliance officer
Date
What this pack is. A record of how the firm monitored its calls, what it found and what it did. It is not a statement by Cognifai that the firm is compliant, and it is not legal advice. Requirement references are a guide for the firm's compliance team. Illustrative only: the group, calls and figures are fictional.
COGNIFAI · CONDUCT EVIDENCE PACK · SEP 2026ILLUSTRATIVE · NOT A REAL CLIENT