The regulator's perspective
For further support and information on working with older and vulnerable customers, you can consult the following FCA resources:
FCA Guidance and Consumer Duty:
Firms' treatment of customers in vulnerable circumstances - review (2025)
Vulnerable customers encouraged to open up to firms to get the right support (2025)
Principles for Businesses, updated in July 2023
FCA Financial Lives 2022 survey
Fair treatment of vulnerable consumers - February 2021
FCA Finalised Guidance for firms on the fair treatment of vulnerable customers 2019
Other previous publications:
Guidance on fair treatment of vulnerable customers GC20/3 - July 2020
Guidance on fair treatment of vulnerable customers GC19/3 - July 2019
Approach to Consumers, published in 2018
Our Future approach to consumers, published in 2017
Occasional Paper 8 – Consumer Vulnerability(OP8), published in 2015
