FCA: Review of firms’ treatment of vulnerable customers
Under the Consumer Duty, firms should act to deliver good outcomes for all customers, including those with characteristics of vulnerability.
The FCA will conduct a review into how firms are acting to understand and respond to the needs of customers in vulnerable circumstances, and share their findings by the end of 2024. They will conduct a review and consumer research, as well as gather information from firms and consumer representatives to make this assessment.
For more information on what the FCA expect from firms, read their Guidance for firms on the fair treatment of vulnerable customers and our Consumer Duty.
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