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 and Consumer Duty:
Principles for Businesses, updated in July 2023
FCA Financial Lives 2022 survey
Fair treatment of vulnerable consumers - February 2021
FCA Finalised Guidance for firms on the fair treatment of vulnerable customers 2019
Other previous publications:
Guidance on fair treatment of vulnerable customers GC20/3 - July 2020
Guidance on fair treatment of vulnerable customers GC19/3 - July 2019
Approach to Consumers, published in 2018
Our Future approach to consumers, published in 2017
Occasional Paper 8 – Consumer Vulnerability(OP8), published in 2015
