ROAR Insights

Summary of the UKRN Annual Plan for 2025, including focus on addressing and coordination treatment of customers who may be vulnerable or in vulnerable circumstances across industry sectors.https://ukrn.org.uk/app/uploads/2025/04/UKRN-Annual-Delivery-Plan-2025-26.pdf Summary The UK Regulators Network (UKRN) Annual Delivery Plan for 2025–26 outlines its programme of work to deliver six strategic objectives aligned with the 2024–27 UKRN Strategy. The plan details collaborative initiatives, regulatory capacity-building, vulnerability and net zero transition strategies, economic growth facilitation, and efforts to enhance the reputation of regulation as… Read more

Summary of the FCA webinar following their review of firms processes for customers in vulnerable circumstances.https://webinars.fca.org.uk/the-vulnerability-review-findings/join Summary: The FCA outlined their findings from a review on how firms are supporting consumers in vulnerable circumstances, building on their 2021 guidance. The review includes insights from firms, consumer research, and expert consultations, exploring how vulnerability is being addressed across various dimensions of financial services. The report also highlights areas where further improvements are needed, such as better product design, more effective outcomes… Read more

Released along side the FCA review into firm treatment of customers in vulnerable circumstances, this report reviewed areas of improvement to support good customer outcomes.https://www.fca.org.uk/publications/good-and-poor-practice/consumer-support-outcome-good-practices-areas-improvement Summary: This document outlined the findings from the FCA’s review of financial services firms’ approaches to consumer support, with a focus on how firms meet customer needs, facilitate access to support, foster a supportive culture, and monitor outcomes. It evaluates both good practices and areas for improvement in these domains, providing firms with a framework… Read more

This research doucment comissioned by the FCA to gather feedback from consumers around treatment from firms when in vulnerable circumstances. It was includes as part of their review into treatment of vulnerable customers. Summary below.https://www.fca.org.uk/publication/external-research/vulnerability-review-improving-outcomes-consumers-engaging-financial-services-firms.pdf Key Take Aways Consumers with multiple characteristics of vulnerability are more likely to report poor outcomes compared to others.Disclosure of vulnerability often leads to positive outcomes, but barriers to disclosure remain, such as concerns about receiving worse service.The interaction between multiple characteristics of vulnerability can… Read more

FCA review of treatment of vulnerable customers. Thi included both customer surveys and firm questionaires. Summary below.https://www.fca.org.uk/publications/multi-firm-reviews/firms-treatment-vulnerable-customers Key Take Aways Firms have made progress in supporting vulnerable customers, but challenges remain.The FCA evaluated the effectiveness of the existing guidance (FG21/1) for vulnerable customers.There is a stronger focus on delivering better outcomes for vulnerable consumers, partly driven by the Consumer Duty.Consumers in vulnerable circumstances report worse outcomes compared to others.Vulnerability often involves multiple characteristics, which complicates support.Stakeholder feedback confirms that the… Read more

Summary Authored by Grant Thornton, this report provides key insights into the regulatory technology (RegTech) landscape in the UK financial services sector. Based on a survey of 119 risk and compliance professionals, it analyzes trends, challenges, and the adoption of RegTech solutions aimed at addressing evolving regulatory obligations. The report serves as a guide for financial institutions seeking to enhance compliance through innovative technology solutions. Key Take Aways Increased Regulatory Obligations: 77% of respondents anticipate more regulatory obligations in 2024,… Read more