This document provides an overview of the necessary steps that organisations must embrace to comply with the Financial Conduct Authority (FCA) Guidance of the Fair Treatment of Vulnerable Customers.

The checklist is divided into the following sections:

  • Awareness & Understanding
  • Skills & Capabilities of Staff
  • Product & Service Design
  • Customer Service
  • Communications
  • Monitoring & Evaluation

Whether governed by the FCA or not, use this document to check if your organisation is providing a positive experience for vulnerable customers and identify gaps in service provision.

Download for free

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Embedding good practice into your organisation doesn’t have to be a headache.

Our downloadable resources are designed and developed as practical tools to support you and your team in the fair treatment of your vulnerable customers.

Our resources include strategic documents to support compliance and training activities to build awareness of vulnerable circumstances. These offer a valuable point of reference during communications with vulnerable customers and support consistency in customer service.

Embedding good practice into your organisation doesn’t have to be a headache. Our downloadable resources are designed and developed as practical tools to support you and your team in the fair treatment of your vulnerable customers.

Our resources include strategic documents to support compliance and training activities to build awareness of vulnerable circumstances. These offer a valuable point of reference during communications with vulnerable customers and support consistency in customer service.

At a glance.

This document provides an overview of the necessary steps that organisations must embrace to comply with the Financial Conduct Authority (FCA) Guidance of the Fair Treatment of Vulnerable Customers.

The checklist is divided into the following sections:

  • Awareness & Understanding
  • Skills & Capabilities of Staff
  • Product & Service Design
  • Customer Service
  • Communications
  • Monitoring & Evaluation

Whether governed by the FCA or not, use this document to check if your organisation is providing a positive experience for vulnerable customers and identify gaps in service provision.

Download for free

Got a question about this resource? Send us a message.

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