The regulator's perspective
For further support and information on working with older and vulnerable customers, you can consult the following FCA resources:
FCA Guidance:
Guidance for firms on the fair treatment of vulnerable customers – FG21/1
PS22/9: A new Consumer Duty | FCA
FCA reviews and publications:
Firms' treatment of customers in vulnerable circumstances – review | FCA (2025)
Consumer Support Outcome: good practices and areas for improvement | FCA (2025)
Financial Lives 2024 survey | FCA
Other helpful resources:
Vulnerable customers encouraged to open up to firms to get the right support | FCA
Consumer Duty webinar – consumer investment, pensions, asset management firms | FCA
