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Showing 1 to 10 of 190 search results for recognise and respond to the needs of vulnerable customers.

1. Guidance for firms on the fair treatment of vulnerable customers

   Finalised guidance Published: 23/02/2021 Last modified: 19/07/2021
   Our Guidance highlights the actions firms should be taking to treat vulnerable customers fairly.

2. Acting flexibly and treating customers fairly in the face of a pandemic

   Speeches Published: 04/11/2020 Last modified: 04/11/2020
   Speech on the FCA’s priorities for the credit market, by Jonathan Davidson, Executive Director of Supervision – Retail and Authorisations.

3. Ensuring the fair treatment of customers in vulnerable circumstances

   Firms Published: 16/06/2022 Last modified: 16/06/2022
   The positive steps firms have taken to embed FCA guidance and the areas where we expect to see improvement.

4. FCA proposes the next stage of support for consumer credit and overdraft customers

   Press Releases Published: 16/09/2020 Last modified: 16/09/2020
   The Financial Conduct Authority (FCA) has announced proposals to ensure that firms provide tailored support for users of consumer credit and overdraft products who continue to face payment difficulties due to coronavirus (Covid-19).

5. FCA confirms next stage of support for consumer credit and overdraft customers

   Press Releases Published: 30/09/2020 Last modified: 02/10/2020
   The FCA has confirmed measures to ensure firms provide tailored support for users of certain consumer credit and overdraft products amid difficulties due to coronavirus (Covid-19)

6. Supporting consumers with pension transfers

   Published: 30/08/2023 Last modified: 30/08/2023
   Read how firms should support consumers with characteristics of vulnerability when providing pension transfer advice.

7. Our approach to ensuring firms treat vulnerable customers fairly

   Speeches Published: 05/03/2020 Last modified: 06/03/2020
   Speech given by Nisha Arora, Director, Consumer and Retail Policy at the TISA Vulnerability Conference.

8. Coronavirus linked forbearance: key findings

   Multi-firm reviews Published: 25/03/2021 Last modified: 15/04/2021
   We set out our findings from our review, where we considered mortgage and consumer credit firms' implementation of Tailored Support Guidance since November 2020 and the operational readiness of firms to support customers in financial difficulty.

9. Flood and storm insurance claims

   Tasks for regulated firms Published: 14/10/2021 Last modified: 14/10/2021
   We remind firms to make sure they have plans in place to manage the impact of coronavirus on the seasonal increase in floor and storm-related claims.

10. Branch and ATM closures or conversions; good practice and areas for improvement

    Data Published: 23/02/2022 Last modified: 25/01/2023
    Find out more about the good and poor practice the FCA has seen when supervising firms planning branch or ATM closures or conversions.