The FCA Vulnerable Customer Review - Key Findings & How to Embed Good Practices

Introduction

After a year-long review around the support of customers in vulnerable circumstances, the FCA published its findings in March 2025.

Both the Fair Treatment of Vulnerable Customers Guidance (published 2021) and the Consumer Duty are clear that supporting customers with characteristics of vulnerability cannot be a tick-box exercise.

Fair treatment of vulnerable customers helps to prevent financial harms and support access to financial services and the achievement of good outcomes, which ultimately helps the success of the industry.

The review found examples of positive actions and good practice across the industry, as well as some areas for improvement.

This new, full-day course will cover the FCA’s findings and explain what is required and how to embed good practices.

The course is suitable for financial services professionals with responsibility for the treatment of vulnerable customers in relation to regulated products.

What You Will Learn

This course will cover the following:

• Areas of good practice:
• Governance and outcomes monitoring
• Consumer support
• Consumer understanding
• Products and services
• Areas for improvement:
• Governance and outcomes monitoring
• Consumer support
• Consumer understanding
• Products and services
• What the review means for the Fair Treatment of Vulnerable Customers Guidance