FCA publishes guidance on treatment of vulnerable customers

'Embedded culture'

“Protecting vulnerable consumers is a key priority for the FCA and we want to see firms explicitly embedding the fair treatment of vulnerable consumers into their culture" - the FCA's Christopher Woolard
“Protecting vulnerable consumers is a key priority for the FCA and we want to see firms explicitly embedding the fair treatment of vulnerable consumers into their culture" - the FCA's Christopher Woolard
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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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