Commenting in the latest issue of the Financial Ombudsman news, Martin Wheatley, Chief Executive of the FCA states that staff should treat customers “as they would like a member of their own family to be treated”. Wheatley emphasises the importance of front line staff and the significant pressure in the industry to rediscover its sense of “social purpose”. He mentions a commitment to doing the “right thing” and adopting a flexible approach in the application of processes and systems for vulnerable customers to ensure that they are treated fairly.
Are you treating your vulnerable customers like “family”?
FCA & Consumer Credit Regime