Kevin Gregory - 442446

For financial services compliance teams, the direct obligation is limited; the practical relevance lies in third-party oversight. Firms that use external law firms or claims representatives should ensure panel governance, complaint-handling and customer-outcome monitoring extend to high-volume claims activity. No immediate policy change is required.

Action: confirm whether any panel firms or counterparties are subject to SRA scrutiny; review escalation routes for solicitor-conduct concerns; and monitor SRA consumer-claims publications for evolving expectations. Reputational risk can arise if third-party claim activity is poorly controlled, but robust oversight can support fair customer outcomes and reduce dispute friction.