Customer Outcome Evidence Map

The Customer Outcome Evidence Map links customer-outcome claims – of the kind Consumer Duty makes operative in the UK and Reg X / Reg Z / RESPA make operative in the US – to the underlying evidence that would support them under examination. It is built outcome-by-outcome rather than system-by-system. For a forbearance grant, an arrears-management decision, a complaint outcome, or a Consumer Duty fair-value review, the map names the evidence categories that prove the outcome was reached on a defensible basis.

• Per-outcome evidence inventory: assessment evidence, policy citation, decision rationale, communication delivery proof, follow-up tracking.
• The vendor, system, or archive each evidence item depends on.
• Whether the evidence is reconstructable from retained records or only from the originating provider interface.
• The retention window and format integrity of each evidence item.

For each customer outcome the firm asserts under Consumer Duty or its US equivalents, what specific evidence proves it – and could that evidence be produced through retained records rather than source-system access alone?

The Customer Outcome Evidence Map cross-references the Policy-to-Execution Trace, which provides the policy path that produced the outcome, and the Template and Render Proof Review, which provides what was actually sent to the borrower at decision time. Together the three artifacts support the firm's ability to defend a specific customer outcome with specific evidence.