Ask what is happening here

Consider this fictional internal review. The dashboard marks every client who received an invitation as 'review complete'. The underlying notes show different situations: a meeting and documented conclusion, a client who declined, and messages that received no response. The green status obscures information rather than resolving it.

In the FCA's dated example, firms were asked to consider whether promised services were delivered and whether remedy was needed. For this exercise, start by comparing the actual service agreement with the evidence of what happened. An invitation, a client's decline and delivery of an agreed review are different events. Do not jump from a missing meeting to an automatic conclusion about redress; the relevant facts and obligations need appropriate review.

Write two questions for the owner of the fictional dashboard. One should establish what its status means. The other should identify what evidence can support it. Avoid asking for a fresh spreadsheet until you understand the existing process and where its information comes from.