FCA publishes guidance on treatment of vulnerable customers
'Embedded culture'
FCA said it wanted to see firms doing the right thing for vulnerable consumers and have that embedded in their culture
The Financial Conduct Authority (FCA) has published a 41-page piece of guidance for businesses on how to better treat vulnerable customers.
The document was split into a number of sections: understanding the needs of vulnerable customers, skills and capability of staff, product and service design, customer services, communications, and monitoring...
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