Adrian Boulding: Firms must rise to the challenge on vulnerable clients

The Financial Conduct Authority (FCA) published its long-awaited ‘guidance for firms on the treatment of vulnerable customers' over this summer. The Guidance Consultation 19-03 is a lengthy read but it's also highly instructive in areas of first principles and best practice for identifying and treating vulnerable customers fairly. It also makes a strong recommendation that regulated firms need to work towards embedding a corporate culture which consistently supports vulnerable customers better than they do today. So what are the elements that organisations - providers and IFA firms...