Treating Customers Fairly and the care of Vulnerable Customers

Course Overview

Treating customers fairly and protecting vulnerable customers is a key priority for the FCA. There are many different drivers of vulnerability, and the FCA have published guidance and assistance for authorised firms to help them protect their customers and treat them fairly.

The FCA’s Financial Lives Survey of 2022 showed that 52% of UK adults display one or more characteristics of being potentially vulnerable. So, what is a vulnerable customer, how could we identify them and how should we treat them?

Learning Objectives:

The aims and objectives of this module:

• Understand what is treating customers fairly.
• Understand the Treating Customers Fairly consumer outcomes.
• Understand how to monitor consumer outcomes.
• Recognise who are vulnerable customers.
• Be able to identify the signs of potential customer vulnerability.
• Understand why and when customers can become vulnerable.