Call compliance monitoring for FCA-regulated advice firms.
CallGuard AI is FCA call monitoring software for mortgage brokers, protection advisers, IFAs and pension specialists. Score every advice call against COBS 9.2 suitability, FG21/1 vulnerable customer indicators, charges and Consumer Duty fair-value tests, and DB-transfer specialist-pathway gates. Audit-ready evidence on 100% of conversations, not a 5% sample.
5% sample reviews stopped being defensible when Consumer Duty landed.
Most financial planning compliance teams still review a single-digit sample of calls manually. Each file takes a senior reviewer an hour or more. The other 95% of advice conversations are invisible to compliance and to the regulator. Post-Consumer Duty, "we sample" is no longer the answer the FCA wants when they ask how you evidence good outcomes.
Sampled file checking
- One in twenty calls actually reviewed
- Variance between checkers is meaningful
- Findings land weeks after the recommendation
- Vulnerability indicators slip past unflagged
- Outcomes evidenced anecdotally, not systematically
- QA capacity caps how fast you can hire advisers
CallGuard AI on every advice call
- 100% of calls transcribed and scored automatically
- One AI calibrated to your company's interpretation
- Critical breaches flagged within seconds of the call
- Vulnerability indicators screened on every conversation
- Outcomes evidenced systematically with hard numbers
- Adviser headcount can grow without QA bottlenecks
Your scorecard, built around the FCA's four outcomes.
CallGuard AI scores against the scorecard you upload. For IFAs, mortgage brokers, protection and pension advisers, that typically maps to COBS 9.2 suitability, FG21/1 vulnerable customer call monitoring, the four Consumer Duty outcomes, and your firm's own conduct rules. Every verdict on every criterion is backed by a direct quote from the call transcript, which is the evidence trail the regulator expects.
Suitability (COBS 9.2)
Attitude to risk explored, capacity for loss assessed, investment horizon confirmed, existing arrangements reviewed, objectives identified, recommendation linked back to objectives. Pass/fail per criterion with the quote that proved it.
Vulnerable client indicators (FG21/1)
Health, life event, resilience and capability vulnerability signals screened on every call. Flagged for adviser awareness and surfaced in your breach register if the call did not adapt to the disclosed vulnerability.
Consumer Duty: products and services
Was the product genuinely suited to the target market the client falls into? Were features explained in a way the client understood? Was distribution appropriate? CallGuard AI scores against your firm's target-market definitions for each product line.
Consumer Duty: price and value
Charges disclosed clearly. Ongoing fees explained against the ongoing service the client receives. Comparable alternatives considered. Fair-value justifications captured in the recording rather than implied.
Consumer Duty: consumer understanding
Did the adviser actually check the client understood the recommendation? Did the client repeat key points back? Was technical language adapted to the disclosed financial knowledge level? Confirmation captured in the transcript, not assumed.
Consumer Duty: consumer support
Cancellation and cooling-off rights explained in plain English. Next steps documented. Contact information given for questions or complaints. Specialist-pathway gates triggered correctly on DB transfers, equity release and complex products.
An AI that scores like your senior compliance reviewer, not a generic baseline.
Generic AI scoring drifts. CallGuard AI calibrates to your firm's interpretation of "suitable", "fair value" and "good outcome" using your team's own corrections, exemplars and coaching history. After 50 to 100 corrections, the AI scores like the person who currently signs off your file checks.
Compliance officer corrections feed back
When your compliance officer disagrees with an AI verdict, they correct it in one click. The correction becomes a few-shot example in the next batch of scoring, with the transcript excerpt and the reason captured. The AI learns "your fail" vs "industry fail" automatically.
Exemplar advice calls
Mark gold-standard advice calls. The AI uses them as the reference bar when scoring future calls. Your "good" defines the AI's "good". The library is per-firm, not shared across customers.
Per-adviser coaching memory
Coaching builds on what was said to that adviser last week. If they have improved on the flagged area, the AI acknowledges it. If they have not, the language escalates. Personalised coaching, not template feedback.
Strategic insights for the CO
A weekly digest summarising what changed, the patterns worth attention, and 3 to 4 specific actions a compliance director will actually take. Written for the CO, not as boilerplate.
Common questions, answered.
How does the AI handle DB transfer specialist-pathway gates?
The scorecard items for DB-transfer pathway gates can be configured to check: whether the adviser confirmed they hold the relevant qualification, whether the abridged advice route was offered correctly, whether ceding scheme analysis was discussed, and whether the TVC was referenced. Calls that should have triggered the specialist pathway but did not are flagged as critical breaches.
What evidence does CallGuard produce for an FCA visit?
For each scored call you get the full transcript, the per-criterion verdicts with direct evidence quotes, the breach register entry (if applicable) with severity and resolution status, the AI's coaching draft, and any compliance corrections made by your CO with their reason. Exportable as a per-call PDF or via the API for your case-management system.
Can compliance officers override AI scores?
Yes. Every AI verdict can be flipped by a compliance officer with a one-click correction and a reason. The corrected verdict becomes the official record, the correction feeds back into future scoring, and the original AI verdict is retained alongside for audit purposes.
How is client data secured?
All audio is encrypted at rest with AES-256-GCM. Transport is TLS 1.2+. Hosted in the UK. UK GDPR Article 28 DPA is published at /dpa and our sub-processor list at /sub-processors. We do not train any model on your data.
Does this work alongside our existing case management system?
Yes. Push call recordings into CallGuard via REST API, and pull the scoring result back via the same API to render inside your case-management UI. Integrators can also subscribe to HMAC-signed webhooks to be notified the moment a critical breach is detected on a live call.
Further reading: 7 things your call recordings need to evidence under Consumer Duty and AI vs human call scoring: accuracy, cost and consistency. If you are weighing CallGuard AI against other call QA vendors, our comparison hub sets out where each one fits.