Understanding Vulnerable Customers: Why is the Regulator so interested and what do I need to do?

Understanding Vulnerable Customers: Why is the Regulator so interested and what do I need to do?

Understanding Vulnerable Customers: Why is the Regulator so interested and what do I need to do?

15:45 - 16:45 | Tuesday 12 May
Room: Impressive Two

Regulators everywhere increasingly focus on vulnerable customers. We hear the words but often don’t know what they mean in practice. 

FCA defines a vulnerable consumer as: 'someone who, due to their personal circumstances, is especially susceptible to detriment, particularly when a firm is not acting with appropriate levels of care'.

In this session, we’ll examine

  • why ‘vulnerable customers’ is a new ‘hot topic’.
  • Explore what constitutes a vulnerable customer,
  • how your firm can demonstrate they are being identified correctly and treated fairly.

David Jackman, MA, FRSA, FRGS.

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