Forty-one-page piece of guidance for businesses on how to treat vulnerable customers better
The guidance is split into a number of sections: understanding the needs of vulnerable customers, skills and capability of staff, product and service design, customer services, communications, and monitoring and evaluation. Fundamentally, the FCA said it wanted to see firms doing the right thing for vulnerable consumers and have that embedded in their business culture. Paul Roberts: How to treat vulnerable customers The main aim, the regulator said, was for firms to be more focused on ensuring...
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