InsightTrak: The Complete Solution for Identifying, Supporting & Reporting on Vulnerable Customers
In today’s automotive retail environment, dealerships and dealer groups face growing pressure to comply with the Financial Conduct Authority’s (FCA) Consumer Duty regulations. Among the key requirements is the responsibility to identify, support, document, and report on customers who may be vulnerable — a challenge that can be complex without the right tools in place.
This is where InsightTrak, ComplianceTrak’s Vulnerable Customer Module, comes in. Designed specifically for the automotive sector, InsightTrak enables dealerships to stay compliant, improve operational efficiency, and deliver better customer outcomes — all within one seamless platform.
Why FCA Consumer Duty Matters for Dealerships
The FCA’s Consumer Duty requires dealerships and dealer groups to act in the best interests of their customers and demonstrate that they’re consistently delivering good outcomes.
For customers who may be vulnerable — due to financial hardship, cognitive decline, health issues, or personal circumstances — dealerships must ensure they:
- Proactively identify vulnerability
- Provide appropriate, timely support
- Document every action taken
- Report robust MI data to demonstrate compliance
Failing to meet these obligations can lead to regulatory scrutiny, financial penalties, and reputational damage. InsightTrak removes the guesswork, giving your business the tools to stay compliant and customer-focused.
How InsightTrak Helps Dealerships Achieve FCA Consumer Duty Compliance
Proactively Identify Vulnerable Customers
InsightTrak provides structured workflows and intuitive prompts that enable your team to quickly spot potential signs of vulnerability — from financial stress to mental health concerns.
By embedding this process into everyday interactions, dealerships can ensure no customer slips through the cracks.
Deliver Tailored Support with Confidence
Once vulnerability is identified, InsightTrak guides dealership staff through clear, step-by-step support measures, ensuring customers receive the help they need.
Whether it’s adjusting communication methods, offering alternative product explanations, or providing extra time to make decisions, InsightTrak empowers your team to deliver personalised, empathetic customer care.
Maintain a Comprehensive Audit Trail
Under FCA Consumer Duty, it’s not enough to support customers — you must evidence your actions.
InsightTrak automatically records:
- The vulnerability assessment
- Support steps taken
- Customer communications
- Final outcomes achieved
This audit-ready documentation reduces compliance risk and simplifies internal reviews and external reporting.
Access Real-Time MI Reporting
InsightTrak provides powerful Management Information (MI) reporting tools to help dealerships and dealer groups:
- Monitor trends in vulnerability
- Track team performance
- Evidence Consumer Duty compliance
- Identify operational improvements
With data-driven insights at your fingertips, you can make smarter decisions and demonstrate a proactive approach to customer protection.
Why Dealerships Choose InsightTrak
- Automotive-specific design — Tailored for dealerships and dealer groups
- Seamless integration — Works alongside the ComplianceTrak platform
- Built for FCA Consumer Duty — Simplifies compliance and reporting
- Enhances customer trust — Ensures a transparent and supportive customer journey
By adopting InsightTrak, dealerships go beyond box-ticking compliance — they create better customer experiences and protect their reputation.