FCA Publishes Findings from Vulnerability Review

In March 2025, The FCA published findings from our review of firms’ treatment of customers in vulnerable circumstances, as well as good practice and areas for improvement to support firms in delivering good outcomes for customers.

The vulnerability review highlights the following key points:

• The review shows that some financial services companies have made notable progress in supporting vulnerable customers and improving outcomes.
• It emphasizes the critical role that firms play in ensuring fair outcomes for all customers, with many firms taking positive steps in this area.
• The review assesses firms’ understanding of consumer needs, staff capabilities, product design, and customer service to ensure fair treatment of vulnerable customers.
• The FCA provides guidance on the fair treatment of vulnerable consumers, outlining why vulnerability matters and how it affects firms.
• Findings from the review include good practices and areas for improvement to support firms in delivering good outcomes for vulnerable customers.

Overall, the review underscores the importance of delivering good outcomes for all customers, consistent with the Consumer Duty. Firms are encouraged to use the FCA’s guidance and case studies to improve their practices and ensure fair treatment for vulnerable customers.

At Create, we will be providing various sessions to support you and your business. Keep an eye out on our training section here.

For more detailed information, visit the FCA’s website.