FG21/1: The FCA's guidance on the fair treatment of vulnerable customers

FG21/1 is a guidance issued by the Financial Conduct Authority (FCA) focused on the fair treatment of vulnerable customers by financial firms. “Vulnerable customers” refers to people who may have difficulties in managing their affairs or making decisions, such as the elderly, people with disabilities, or people facing financial difficulties.

The FCA’s guidance on the fair treatment of vulnerable customers emphasises the importance of financial firms being able to identify, assess, and support vulnerable customers in a way that meets their needs, and to avoid treating them unfairly. The guidance includes principles and specific recommendations for firms to follow, for example, firms should have in place a clear and effective process for identifying vulnerable customers, and take into account any customer-specific information that may indicate vulnerability.

Overall, the goal of FG21/1 is to ensure that financial firms are treating vulnerable customers fairly, with empathy and understanding, and that they are able to access the financial products and services they need. This can help vulnerable customers to manage their finances, avoid financial difficulties, and make informed decisions.