FCA: Firms’ treatment of vulnerable customers review
FCA highlights that only 4 in 10 vulnerable customers say they have disclosed their needs to their financial services provider. However, 74% of those who did disclose their circumstances said that staff asked the right questions to understand their situation, 57% said their firm “cared”, and 58% said their firm took action to provide support they needed. The research finds that vulnerable customers are more likely to report a negative experience with financial services firms when compared to non-vulnerable customers. Alongside the review, FCA has published a document setting out good practice and areas for improvement.
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Last updated · 13 Mar 2026
Regulatory News - Banking & Finance
See allPRA: PS10/26: Amendments to Resolution Assessment threshold and Recovery Plans review frequency
Further to CP14/25, this PS provides feedback and final policy. The policy in this PS will take effect on 1 April 2026.
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