FCA publishes final guidance on the fair treatment of vulnerable customers

On 23 February 2021, the FCA published its guidance for firms on the fair treatment of vulnerable customers.

From a Training & Competence perspective firms need to ensure their staff have the appropriate skills and capability to recognise and respond to the needs of vulnerable customers.

The guidance goes on to provide examples of how some firms have worked with a variety of organisations to help increase the understanding of front-line staff to the needs of vulnerable customers.

Clearstep believe of equal importance is the defining of competencies and standards required for all staff in order that vulnerable customers experience good outcomes and receive consistently fair treatment.

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