| UK & Europe | Campaigns
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
- Monitoring and oversight