Are you treating your vulnerable customers like “family”?

FCA & Consumer Credit Regime

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.

If you would like further advice or information on how to treat Vulnerable Customers, download our top tips from our dedicated consumer credit blog: »

This information is intended as a general discussion surrounding the topics covered and is for guidance purposes only. It does not constitute legal advice and should not be regarded as a substitute for taking legal advice. DWF is not responsible for any activity undertaken based on this information.

David Wood


I advise clients in all sectors on asset and consumer finance documentation and procedures and FCA consumer and mortgage credit regulation.