Compliance scoring for every mortgage advice conversation.
CallGuard AI scores mortgage advice calls and screen-share appointments against your firm's own scorecard, with a ready-made MCOB template to start from: 34 criteria across disclosure, fact find, suitability, costs, affordability, related needs and close. Every verdict cites a direct quote from the transcript, so a file check becomes reading the evidence rather than relistening to an hour of audio.
A mortgage case is decided in the call. The file check happens weeks later.
The suitability letter records what the adviser decided. The recording records what the adviser actually said — whether the fee was disclosed before the recommendation, whether the customer's mention of a health problem was picked up or talked over, whether the end of the initial rate period was explained. Sampled file checking sees a fraction of that, weeks after the customer has committed.
Sampled case checking
- A small percentage of advice calls ever listened to
- Two checkers disagree on the same recommendation
- Findings arrive after the case has completed
- Screen-share appointments go unreviewed entirely
- Fee and commission disclosure taken on trust
- Vulnerability cues only spotted if someone hears them
CallGuard AI on every advice conversation
- Every call and appointment transcribed and scored
- One bar, calibrated to your compliance officer
- Critical fails surfaced within minutes of the call
- Video appointments ingested and scored the same way
- Disclosure evidenced with the adviser's own words
- Vulnerability cues screened on every conversation
An MCOB scorecard you adapt to your own bar.
The template ships as 34 criteria in seven sections, each weighted 1 or 2 with a severity of low, medium, high or critical. It is a starting point, not a rulebook and not an FCA-endorsed standard: your compliance officer edits the wording, weights and severities until it reads like your firm's interpretation. Two items are consent-gated — a clear affirmative is required and cannot be inferred from silence.
Disclosure
Scope of service stated — whole of market, a panel or a single lender (MCOB 4.4A). Advised versus execution-only basis made clear. Broker fee disclosed: amount, when payable, whether refundable (critical). Lender commission or procuration fee disclosed.
Fact find
Needs and circumstances established before any recommendation is made (critical). Income, employment, expenditure, existing credit commitments and deposit or equity captured. Foreseeable changes in circumstances explored, including a term running into retirement.
Suitability
The recommendation explicitly linked to the customer's stated needs (critical). Repayment method justified — capital repayment versus interest-only, with a credible stated repayment strategy where interest-only is recommended (MCOB 11.6.41, critical). Alternatives considered and the rejection explained, including product transfer versus remortgage.
Costs
Total cost of borrowing explained, not just the monthly payment. End of the initial rate period and the payment shock that follows it explained (critical). Early repayment charges explained (critical). Product, valuation and legal fees covered.
Affordability
Affordability affirmatively checked rather than assumed from the customer not objecting (critical), and affordability at a higher rate discussed. Vulnerability screened and responded to, so a cue the customer raises is acknowledged and acted on rather than passed over (FG21/1, critical).
Related needs and close
Protection need raised and the buildings insurance requirement mentioned. Understanding checked and questions genuinely invited. Next steps explained. No pressure or false urgency (critical). Consent to proceed and the credit search obtained (critical, consent-gated).
Built for advice given across several calls and a screen share.
Mortgage advice rarely fits a single outbound call. The fact find happens on Monday, the recommendation on Thursday, and the illustration walkthrough over a screen share where the only surviving record is a video file. CallGuard is UK-hosted, encrypts audio at rest with AES-256-GCM and redacts personal data at source into typed tags before it reaches any model; our DPA, sub-processor list and pricing are published. Broader FCA context sits on our financial services use case.
Screen-share appointments, ingested properly
Send the meeting recording as a video file and CallGuard extracts the audio at the ingest boundary, discards the video and scores the conversation like any other. The video is never stored. See the Microsoft Teams integration for formats, sizes and the two ways in.
Journey scoring for a whole case
Several conversations with one customer can be scored as a single compliance unit. A case where affordability was established in call one and consent obtained in call three is judged on the whole picture, rather than failed twice for gaps that were never gaps.
The AI learns your interpretation
When your compliance officer overturns a verdict with a reason, that correction becomes the record and feeds back into future scoring for your firm alone. The bar converges on the person who signs off your file checks, not a generic industry average.
Evidence a reviewer can check in seconds
Pass or fail per criterion, each with the quote from the transcript that decided it. A supervisor reviewing a critical fail reads the sentence the adviser said, agrees or disagrees, and moves on — without relistening to a 50-minute appointment.
Common questions, answered.
Is the MCOB scorecard approved or endorsed by the FCA?
No. It is a starting template, so a firm is not facing an empty scorecard on day one. Nothing about it is FCA-endorsed or officially approved, using it does not guarantee compliance, and it is no substitute for your own compliance judgement. Firms adapt it: rewording criteria, changing weights and severities, deleting what does not apply and adding what their permissions or lender panel demand.
What is actually in the template?
Thirty-four criteria across seven sections: Disclosure, Fact find, Suitability, Costs, Affordability, Related needs and Close. Each carries a weight of 1 or 2 and a severity of low, medium, high or critical, so a missed early repayment charge explanation does not weigh the same as a missed pleasantry. Two items are consent-gated: the data-sharing agreement, and consent to proceed with the credit search.
What does consent-gated mean in practice?
A clear affirmative from the customer is required, and it cannot be inferred from silence or from the adviser simply saying the words. No unambiguous yes in the recording, no pass. Where the AI is not confident either way, the item is routed to a manual review queue for a human to decide rather than auto-scored, because a false pass on a consent item is the worst outcome available.
Our advice is given over a screen share, not a dialer. Does that work?
Yes, and it is common in mortgage advice, where the adviser walks a customer through an illustration on screen. Send us the meeting recording as a video file: CallGuard extracts the audio at ingest, discards the video and scores the conversation exactly as it would a dialer call. Our Microsoft Teams integration page sets out the supported formats, file sizes and the two ways in.
The AI marked something a fail that our compliance officer would have passed. Then what?
Your compliance officer flips the verdict with a reason, and that correction becomes the record. It also feeds back into how the AI scores that criterion for your firm in future, so the bar converges on your interpretation of the rule rather than a generic one. The original AI verdict is kept alongside for audit, and every verdict cites a quote from the transcript, so checking the AI's working takes seconds rather than a relisten.