United Trust Bank
Board Analytics Pack
Section 6 — Compliance & Operations
Operations & Compliance
February 2026
Consumer Duty Outcomes Monitoring (FCA PS22/9)
| Outcome Area | KPI | Target | Actual | Status | Evidence / Actions |
|---|
SLA Performance Dashboard
Overall SLA Adherence
96.1%
6 of 7 processes ≥90%
Decision SLA
96.2%
501/521 within 24 hrs
Complaint Resolution
100%
All within 56-day limit
| Process | SLA Target | Volume | Within SLA | SLA % | Avg Time | RAG |
|---|
FCA DISP Complaints Register — February 2026
Total Complaints
7
0.18 per 1,000 accounts GREEN
Upheld + Partial
2
Total redress: £120
| Ref | Product | Category | Received | Status | Days | Upheld |
|---|
Collections Performance
| Stage | Accounts | Balance £m | Promise-to-Pay | Kept | Collected £m | Cure Rate |
|---|
Cure Rate by Stage
Next Best Action Effectiveness
| NBA Campaign | Triggered | Response Rate | Outcome | Cost £ |
|---|
Data Quality Scorecard
| Metric | Score | Target | RAG | Notes |
|---|
COO / Compliance Narrative — Operations & Regulatory
Covers Consumer Duty outcomes, FCA complaints, SLA performance and collections. Edit before printing.