Wealth manager and Financial Planner Quilter has added a new online consumer panel as part of its response to the FCA’s new Consumer Duty.

The panel will enable customers to provide feedback on the firm’s products, services and communications.

Customers who join the panel will receive regular invites to online surveys.

It will be run by Quilter’s in-house research team.

The panel will be consulted on a monthly basis, with results sent to customers via a newsletter outlining the actions the firm has taken as a result of the feedback.

Advisers will also receive the results and see summaries of the research. They will also be asked to suggest topics of interest to put to the panel.

Quilter has previously used customer feedback to share the consumer app it launched last year.

Jenny Davidson, commercial proposition director at Quilter, said: “Feedback is one of the most important ways to implement continuous improvement. Consumer Duty has rightly put the spotlight on products and services and if they are working as well as they should for the end customer. We want to make sure that we are taking every opportunity we can to gain insightful and beneficial feedback from our customers and find ways to further help them achieve their goals.

“This also isn’t just about our existing range of products. We want to identify trends and opportunities where we can provide a better, more tailored service, and we see this panel as being crucial to helping us achieve this. Advisers can also get involved by suggesting topics as this is intended to be a collaborative process to help deliver those good customer outcomes.”