Dealing with Vulnerable Customers Under the Consumer Duty - Live At Your Desk

Introduction

The FCA has made it clear that firms must take a proactive and outcomes-focused approach to identifying, understanding, and managing customer vulnerability.

In their latest March 2025 publication, the FCA emphasised that good practice under the Consumer Duty means considering vulnerability at every stage of the customer journey — not as an isolated activity, but as a core part of how a firm does business.

This virtual classroom seminar is designed to help firms translate regulatory expectations into practical action, focusing on how to effectively manage vulnerability and truly align to the expectations of the Consumer Duty.

The session will include a focus on the key messages from the FCA’s March 2025 publication on vulnerability, with a focus on how firms can strengthen their approach to identifying, understanding, and responding to vulnerable customers.

It will also cover how to use staff training, management information (‘MI’), product and service reviews, and customer feedback to monitor and improve outcomes — particularly in scenarios where vulnerability may affect a customer’s ability to engage with the firm, make informed decisions, or access fair value.

You will explore how to identify weaknesses in existing vulnerability frameworks to align with expectations of the four outcomes under the Consumer Duty.

What You Will Learn

This live and interactive session will cover the following:

• The definition of a vulnerable customer
• How to identify different types of vulnerability
• How to identify and manage trigger factors
• Good and poor practice in managing vulnerability
• How to deal with sensitive data
• What to consider when training staff
• How to apply incentives for staff
• The challenges in assisting vulnerable customers

Recording of live sessions: Soon after the Learn Live session has taken place you will be able to go back and access the recording - should you wish to revisit the material discussed.