FCA to review firms' treatment of vulnerable clients

The regulator will share its findings by end of the year

Sahar Nazir
clock • 1 min read

The Financial Conduct Authority (FCA) has launched a review into how firms are catering to the needs of customers in vulnerable circumstances.

The regulator said it intended to share its findings by the end of 2024, aligning with its commitment made in 2021. The review will look at firms' understanding of consumer needs, the skills and capability of staff, product and service design, communications and customer service, and whether these support the fair treatment of customers in vulnerable circumstances.  It will also explore the outcomes consumers in vulnerable circumstances receive and whether they are as good as the outcomes of other consumers.  The FCA added it would conduct consumer research as well as gather inform...

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