Mark Greenwood: How to deliver good outcomes for vulnerable clients

Consumer vulnerability has been a topic of discussion over many years, but the Financial Conduct Authority's (FCA) guidance paper in mid-2019  made it clear that vulnerability is very firmly in the regulator's sights.  In this article, the first in our series on vulnerability, I will run through the breadth and basics of what ‘vulnerable customers' means to the FCA, and what it means to your firm in practical terms.  What is vulnerability? Vulnerability may affect consumers across all financial products and services. The FCA has developed the following definition to guide its work i...