Vulnerable customers – understanding and meeting the FCA’s expectations

The fair treatment of vulnerable customers has been a longstanding concern for the FCA. With the release of its Finalised Guidance (FG21/1) the FCA has made a clear statement of intent. Customer vulnerability should be considered across every part of the business, and the regulator will not shy away from enforcement in this area.

Our paper provides a comprehensive overview of the guidance, highlighting key questions firms should be asking of themselves and proactive steps to be taken across areas spanning:

  • Governance and responsibilities of senior management
  • Culture, capacity and competency
  • Product Management
  • Communications
  • Monitoring and oversight