FCA publishes guidance on treatment of vulnerable customers

'Embedded culture'

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FCA said it wanted to see firms doing the right thing for vulnerable consumers and have that embedded in their culture
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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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