Are you vulnerable to getting it wrong?

The FCA continues to ramp up pressure on firms, to ensure that vulnerable customers’ outcomes are as good as those for other consumers. As we approach the first Consumer Duty assessments, the regulator has raised concerns that some firms are not prioritising support for vulnerable customers, whilst others have recorded having no vulnerable customers in their customer base – an untenable statistic, given that 50% can be classified as vulnerable at any point, and that most of us will be vulnerable during our lives (few people don’t experience a bereavement, for example). Because Consumer Duty is principle based, it’s not as clearly definitive as some regulations so it’s harder for people to know if they are getting it right. In this webinar, our panel of experts dissect the regulator’s expectations, looking at common pitfalls, false assumptions – and examine what the regulator is really looking for and the best ways to deliver this.