PIMFA
Industry Resources
- FCA LINKS
- FCA Delivering good outcomes for customers in vulnerable circumstances – good practice and areas for improvement (March 2025)
- FCA Review of Firms' treatment of customers in vulnerable circumstances (March 2025)
- FCA prepared Critical Research Vulnerability Review Publication (May 2024)
- FCA Treating Vulnerable Consumers Fairly (March 2024)
- FCA Review of firms’ treatment of customers in vulnerable circumstances (March 2024)
- FCA Ensuring the fair treatment of customers in vulnerable circumstances (June 2022)
- FCA Financial Lives Survey 2022 - early insights on vulnerability and financial resilience (October 2022)
- FCA Treating Customers Fairly webinar (May 2021)
- FCA fair treatment of Vulnerable Customers FAQs (July 2021)
- FCA FG21/1 Guidance for firms on the fair treatment of vulnerable customers (February 2021)
- FCA Financial Lives - experiences of vulnerable customers (July 2020)
- FCA Occasional Paper No.31: Ageing population and financial services (September 2017)
- FCA Practitioners Pack (February 2015)
- FCA Occasional Paper No.8: Consumer Vulnerability (February 2015)
Chapter 5 sets out information on the recording of vulnerable customer information/ helping firms meet GDPR requirements.
- INDUSTRY LINKS
- ABI Guide - Addressing customer vulnerability (2017)
- Altus Whitepaper - A Vulnerability Travelcard for the Financial Services Industry
- Alzheimer’s’ Society - Dementia-friendly financial services
- Amplified Global – Intelligibility and readability of communications
- BSI - requirements for identifying and responding to consumer vulnerability
- Comentis – Vulnerability Support Framework
- Compliancy Services - Consumer Duty and Vulnerable Customers (January 2023)
- Fair Design and The Money Advice Trust - Inclusive Design in Essential Services
- Fairer Finance – Readability score
- Financial Ombudsman - Complaints involving economic and domestic abuse (December 2023)
- Financial Lives 2022 survey: early insights on vulnerability and financial resilience (October 2022)
- Financial Vulnerability Taskforce - A practical guide for financial advisers supporting bereaved clients and their families
Some of the relevant areas of data protection requirements are set out in Appendix 1
- INDUSTRY LINKS
- LV=Adviser – Vulnerable Customer Guide
- Mind - The link between money and mental health
- Money Advice Trust - Vulnerability public training session
- Money Advice Trust - Vulnerability resources
- Money Advice Trust and Capital One - Vulnerability Inclusion Handbook
- Money Advice Trust and Money Advice Liaison Group - Vulnerability, GDPR, and disclosure Technical Guide 1
- Money Advice Trust and Money Advice Liaison Group - Vulnerability, GDPR, and disclosure Technical Guide 2
- Money Advice Trust and Money Advice Liaison Group - Vulnerability, GDPR, and disclosure Technical Guide 3
- Money Advice Trust and Money Advice Liaison Group - Vulnerability: meeting expectations and achieving outcomes
- Money Advice Trust Designing data-sharing - what matters for vulnerability and disability? (December 2023)
- Money Advice Trust Invisible designs - FCA warns firms about its expectations on vulnerability (June 2022)
- Money Advice Trust - Disclosure Guidance
- Money And Mental Health - Best Practice Disclosure Guide
- Money And Mental Health - Guide One Disclosure environments
- Money And Mental Health - Guide Two Disclosure experiences
- Money And Mental Health - Guide Three Recording disclosure
- Money And Mental Health - The link between money and mental health factsheet
- Money and Mental Health presentation (May 2023)
- Next Wealth - Vulnerability is not a buzzword - Graeme Reynolds speech (October 2024)
- OFCOM - Treating vulnerable customers fairly (September 2022)
- Office of the Public Guardian - revised guidance for new LPAs: (March 2022)
See LP12 – section 7
