The topic of vulnerable customers is an area of increasing focus for financial regulators. For example, according to the UK’s Financial Conduct Authority (FCA), 27.7 million UK adults (more than half of the population) have characteristics of financial vulnerability – a problem exacerbated by the COVID crisis – and the regulator has recently made proposals for a new duty of care on firms about consumers.
This webinar will discuss changing regulatory expectations around ‘treating customers fairly’ and the shift in the conduct agenda towards ‘outcomes’ and ‘purpose’, highlighting measures that compliance officers must take to keep abreast of this evolving agenda to ensure their businesses remain compliant.