With the introduction of the Consumer Duty, there is a renewed emphasis on vulnerable customers receiving good outcomes – and the FCA has continued to highlight where this is not yet happening.  As a result, pressure is mounting on firms to reassess themselves against the FCA’s expectations, revise operating practices and fully embed the fair treatment of vulnerable customers into business practices and corporate culture.

In this paper we explore:

• Impact of the FCA’s Consumer Duty on addressing customer vulnerability.
  
• Common challenges firms face in supporting vulnerable customers.
  
• Gap analysis for firms to assess their compliance with regulatory standards.
  
• Practical steps to integrate vulnerability into operations.
  
• The role of data analytics and customer journey mapping in improving outcomes for vulnerable customers.
  
• Best practices for enhancing staff capability and embedding vulnerability awareness across all functions.

Download now to find out how financial services can better support vulnerable customers under the FCA’s Consumer Duty, ensuring fair treatment and outcomes.