Insights ¦ Guidance for firms on the fair treatment of vulnerable customers

Published by: Financial Conduct Authority
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Key Take Aways

Understanding the needs of vulnerable consumers is fundamental to ensuring fair treatment across all stages of the customer journey.

Firms are expected to embed the fair treatment of vulnerable customers as part of their organisational culture, with leadership creating an environment that prioritises reducing harm.

Staff capabilities play a crucial role; relevant employees must recognise characteristics of vulnerability and respond appropriately, supported by tailored training and practical resources.

Organisations need to implement continuous monitoring frameworks to evaluate outcomes for vulnerable consumers, including analysing complaints, feedback, and MI to identify gaps and areas for improvement.

Product and service design should proactively consider potential impacts—both positive and negative—on vulnerable consumers, with an emphasis on inclusive and flexible design.

Firms are en...