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Vulnerable customers industry research: From final guidance to action

With the FCA having published its final guidance on vulnerable customers in late February, firms now need to translate the guidance into actions to ensure they are meeting the regulator’s expectations.

To explore how firms are approaching this, and the challenges they face in doing so, we carried out a survey involving firms across banking and lending, insurance and wealth management. In this report, we set out the findings from the survey across four key areas for action (understanding customer needs, empowering staff, technology and culture), recommendations for firms, and examples of leading practice.

Download this report to read the full analysis.

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Angus Goldie

Angus Goldie

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Kareline Daguer

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Tessa Norman

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