UK Contact Centre Compliance 2025–2027: FCA, PECR, AI Rules & What to Do Next

Compliance has moved from implementation to enforcement — and the stakes have never been higher for UK contact centres. In this video, MaxContact CEO Ben Booth sits down with Marketing Director Kayleigh Tait to break down the seven key regulatory shifts that every contact centre leader needs to understand in 2026 and 2027. From the FCA's active enforcement of Consumer Duty to a 35x increase in PECR fines, personal director liability, new rules on AI and automated decisions, and the EU AI Act's extraterritorial reach — this is a practical, plain-English guide to what's changed and what action you should take. What's covered: • 00:00 — The compliance landscape: why enforcement, not implementation, is the issue now • 02:04 — FCA Consumer Duty — what the FCA's active supervision looks like, and why 'we have a process' is no longer enough • 04:20 — QA coverage — why 2% call sampling is indefensible under Consumer Duty, and what proper evidence of good outcomes looks like • 05:50 — PECR reform — the 35x fine increase, personal director liability up to £500,000, and the mandatory complaints procedure coming June 2026 • 06:55 — AI and automated decisions — how DUAA applies to call routing, lead scoring, and collections prioritisation, and what 'human in the loop' means in practice • 08:38 — UK AI regulation — why the absence of a standalone UK AI Act doesn't mean contact centres are off the hook • 09:44 — Right to speak to a human — why this isn't just good CX but an emerging hard legal obligation across multiple frameworks • 10:44 — One practical action every compliance manager should take tomorrow This video is based on MaxContact's UK Contact Centre Regulatory Guide 2025–2027 — a free, practical resource built for compliance managers, operations directors, and contact centre leaders. Download the full guide free: https://www.maxcontact.com/downloads/... About MaxContact MaxContact is a UK-based customer engagement software. Our Conversation Analytics helps contact centres evidence compliance, improve QA coverage, and protect both customers and the business — from AI Call Scoring to automated QA at scale.