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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)

Delivering good outcomes for customers in vulnerable circumstances – good practice and areas for improvement | 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

Retail banks’ treatment of customers in vulnerable circumstances Multi-Firm Review: good practice and areas for improvement | FCA (2025)

Useful Links

Webinars on-demand Webinars on-demand The Vulnerability Spectrum The Vulnerability Spectrum Free online vulnerability training Free online vulnerability training Vulnerable clients support pack Vulnerable clients support pack How effective is your vulnerability policy? How effective is your vulnerability policy?
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