Supporting Vulnerable Customers: FCA Best‑Practice Checklist
Why it matters
The FCA’s Consumer Duty makes it clear: firms must deliver and evidence good outcomes for customers in vulnerable circumstances. Nearly half of UK adults show one or more characteristics of vulnerability — yet many never disclose their needs.
That creates real risk for regulated firms:
Missed signs of vulnerability can lead to poor outcomes and customer harm.
Weak oversight or evidence gaps can trigger FCA scrutiny, redress, or reputational damage.
Frontline staff without clear guidance can feel underprepared, increasing stress and inconsistency.
The regulator has already highlighted AI and structured processes as examples of best practice. Firms that get this right protect both customers and their compliance position.
How the checklist helps
Our FCA Vulnerable Customers Best Practice Checklist translates regulatory guidance into 33 practical checks you can use today to assess your firm’s approach to vulnerable customer support.
With it, you can:
✅ Benchmark your current processes against FCA expectations.
✅ Spot gaps in governance, staff skills, consumer support, and product design.
✅ Strengthen evidence for Consumer Duty (PRIN 2A.8) compliance.
✅ Empower frontline teams with clear escalation routes and support processes.
✅ Explore how AI and technology can help you identify vulnerability consistently and at scale.
At the end, you’ll know whether you’re a Vulnerability Champion or if urgent improvements are needed — and exactly where to focus next.