These are the key findings as outlines in the FSA paper "Measuring Outcomes ". 

Outcome 1
For firms of all sizes and sectors, while many are committed to TCF, there is little evidence so far of firms making the cultural changes which are necessary if they are consistently to treat their customers fairly.
Outcome 2
We have seen some improvements, but more work is required by firms to ensure they are consistently providing products and services which meet consumer needs.
Outcome 3
There has been an improvement in standards of financial promotions and some improvements in mortgage and general insurance disclosure. However, we have not seen improvements elsewhere and overall there is a lot more to do before information from firms to consumers could generally be considered to be fair and clear.
Outcome 4
We have seen specific products where there is evidence of unsuitable advice and broader work has shown common weaknesses in firms’ advice process. This increases the risk of mis-selling.
Outcome 5
In very broad terms, financial products and services generally function as expected. However, we have found several areas where false customer expectations may be created. Together with our disappointing findings elsewhere, in particular on information and the risk of poor quality advice (Outcomes 3 and 4), this suggests consumers may often not experience the specific product and services features or standards they expect.
Outcome 6
We are unable to draw general conclusions on the extent to which unreasonable barriers are preventing consumers from switching product or provider. Last year we noted some improvements in claims handling, while complaints handling shows a mixed picture.