{"id":3137,"date":"2020-12-04T12:21:07","date_gmt":"2020-12-04T12:21:07","guid":{"rendered":"https:\/\/www.icsr.co.uk\/?page_id=3137"},"modified":"2024-04-19T11:26:45","modified_gmt":"2024-04-19T11:26:45","slug":"regulatory-timeline-vulnerable-customers","status":"publish","type":"page","link":"https:\/\/www.icsr.co.uk\/regulatory-timeline-vulnerable-customers\/","title":{"rendered":"Regulatory Timeline: Vulnerable Customers"},"content":{"rendered":"

[et_pb_section bb_built=”1″ admin_label=”section” _builder_version=”3.22″][et_pb_row admin_label=”row” _builder_version=”3.25″ background_size=”initial” background_position=”top_left” background_repeat=”repeat”][et_pb_column type=”4_4″ _builder_version=”3.25″ custom_padding=”|||” custom_padding__hover=”|||”][et_pb_text _builder_version=”4.9.4″]<\/p>\n

Regulatory Timeline: Vulnerable Customers<\/h1>\n

Status<\/strong>: Final guidance issued.
Regulator<\/strong>: FCA<\/p>\n

The FCA work on Vulnerable Customers started in July 2019. It’s progress has been delayed by the coronavirus pandemic, although it is also the case that the FCA appear to have used firms responses to the pandemic to help test and validate some of its work so far. Finalised Guidance was issued in February 2021 and firms should now be implementing any required changes and ensuring they are able to undertake the monitoring and evaluation of outcomes for vulnerable customers that the FCA require. We expect that they will be undertaking checks on this during 2021.<\/p>\n

There are links with the work on\u00a0General Insurance Pricing Practices<\/a>\u00a0and\u00a0Distribution<\/a>\u00a0which firms should be conscious of.<\/p>\n

This timeline provides key dates in the regulatory calendar and links to ICSR articles and webinars on the subject. If you would like to discuss any aspects of Vulnerable Customers, please contact us<\/a>.<\/p>\n

Back to Regulatory Timeline: Overview<\/a><\/p>\n

[\/et_pb_text][et_pb_vertical_timeline line_color=”#414042″ _builder_version=”4.9.4″ background_color=”rgba(0,0,0,0)” border_radii=”on|5px|5px|5px|5px” border_color_all=”#414042″ text_text_shadow_horizontal_length=”text_text_shadow_style,%91object Object%93″ text_text_shadow_horizontal_length_tablet=”0px” text_text_shadow_vertical_length=”text_text_shadow_style,%91object Object%93″ text_text_shadow_vertical_length_tablet=”0px” text_text_shadow_blur_strength=”text_text_shadow_style,%91object Object%93″ text_text_shadow_blur_strength_tablet=”1px” text_shadow_horizontal_length=”text_shadow_style,%91object Object%93″ text_shadow_horizontal_length_tablet=”0px” text_shadow_vertical_length=”text_shadow_style,%91object Object%93″ text_shadow_vertical_length_tablet=”0px” text_shadow_blur_strength=”text_shadow_style,%91object Object%93″ text_shadow_blur_strength_tablet=”1px” label_text_shadow_horizontal_length=”label_text_shadow_style,%91object Object%93″ 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Firms Treatment Of Vulnerable Customers” timeline_label=”19th March 2024″ use_read_more=”on” read_more_text=”Read FCA Plan” read_more_url=”https:\/\/www.fca.org.uk\/publications\/business-plans\/2024-25#lf-chapter-id-commitment-2-putting-consumers-needs-first” font_icon=”%%259%%” icon_color=”#414042″ circle_color=”#ebebeb” line_color=”#414042″ _builder_version=”4.9.4″ custom_button=”off” button_bg_color=”rgba(0,0,0,0)” link_option_url_new_window=”on” font_icon_tablet=”%%259%%” font_icon_phone=”%%259%%” animation=”off” use_background_color_gradient=”off” background_color_gradient_start=”#2b87da” background_color_gradient_end=”#29c4a9″ background_color_gradient_type=”linear” background_color_gradient_direction=”180deg” background_color_gradient_direction_tablet=”180deg” background_color_gradient_direction_phone=”180deg” background_color_gradient_direction_radial=”center” background_color_gradient_start_position=”0%” background_color_gradient_start_position_tablet=”0%” 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Commitment 2 of the FCA Business Plan for 2024\/5 confirms the FCA will begin new work looking at the way firms are treating Vulnerable Customers.<\/p>\n

[\/et_pb_vertical_timeline_item][et_pb_vertical_timeline_item title=”Ensuring the fair treatment of customers in vulnerable circumstances” timeline_label=”16th June 2022″ use_read_more=”on” read_more_text=”Read FCA Guidance” read_more_url=”https:\/\/www.fca.org.uk\/firms\/treating-vulnerable-consumers-fairly\/ensuring-fair-treatment” font_icon=”%%259%%” icon_color=”#414042″ circle_color=”#ebebeb” line_color=”#414042″ _builder_version=”4.9.4″ custom_button=”off” button_bg_color=”rgba(0,0,0,0)” link_option_url_new_window=”on” font_icon_tablet=”%%259%%” font_icon_phone=”%%259%%” animation=”off” use_background_color_gradient=”off” background_color_gradient_start=”#2b87da” background_color_gradient_end=”#29c4a9″ background_color_gradient_type=”linear” background_color_gradient_direction=”180deg” background_color_gradient_direction_tablet=”180deg” background_color_gradient_direction_phone=”180deg” background_color_gradient_direction_radial=”center” 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The FCA have issued guidance setting out its view of what firms should be doing to comply with their obligations to ensure they treat customers in vulnerable circumstances fairly.<\/p>\n

[\/et_pb_vertical_timeline_item][et_pb_vertical_timeline_item title=”FCA Finalised Guidance Issued” timeline_label=”23rd February 2021″ use_read_more=”on” read_more_text=”Read Finalised Guidance document” read_more_url=”https:\/\/www.fca.org.uk\/publication\/finalised-guidance\/fg21-1.pdf” font_icon=”%%259%%” icon_color=”#414042″ circle_color=”#ebebeb” line_color=”#414042″ _builder_version=”4.9.4″ custom_button=”off” button_bg_color=”rgba(0,0,0,0)” link_option_url_new_window=”on” font_icon_tablet=”%%259%%” font_icon_phone=”%%259%%” animation=”off” use_background_color_gradient=”off” background_color_gradient_start=”#2b87da” background_color_gradient_end=”#29c4a9″ background_color_gradient_type=”linear” background_color_gradient_direction=”180deg” background_color_gradient_direction_tablet=”180deg” background_color_gradient_direction_phone=”180deg” background_color_gradient_direction_radial=”center” background_color_gradient_start_position=”0%” 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FG21\/1 Guidance for firms on the fair treatment of vulnerable customers published.<\/p>\n

[\/et_pb_vertical_timeline_item][et_pb_vertical_timeline_item title=”Financial Lives 2020 survey: the impact of coronavirus ” timeline_label=”11th February 2021″ use_read_more=”on” read_more_text=”Read Survey Report” read_more_url=”https:\/\/www.fca.org.uk\/publication\/research\/financial-lives-survey-2020.pdf” font_icon=”%%259%%” icon_color=”#414042″ circle_color=”#ebebeb” line_color=”#414042″ _builder_version=”4.9.4″ custom_button=”off” button_bg_color=”rgba(0,0,0,0)” link_option_url_new_window=”on” font_icon_tablet=”%%259%%” font_icon_phone=”%%259%%” animation=”off” use_background_color_gradient=”off” background_color_gradient_start=”#2b87da” background_color_gradient_end=”#29c4a9″ background_color_gradient_type=”linear” background_color_gradient_direction=”180deg” background_color_gradient_direction_tablet=”180deg” background_color_gradient_direction_phone=”180deg” background_color_gradient_direction_radial=”center” background_color_gradient_start_position=”0%” 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The FCA has released an update on its Financial Lives Survey, now including data on the impacts and experience of Covid-19, based on a Covid-19 panel survey in October 2020 with over 22,000 respondents.<\/p>\n

[\/et_pb_vertical_timeline_item][et_pb_vertical_timeline_item title=”ICSR Article: Coronavirus and Customers in Temporary Financial Difficulty: Updated Guidance” timeline_label=”2nd November 2020″ use_read_more=”on” read_more_text=”Read Article” read_more_url=”https:\/\/www.icsr.co.uk\/coronavirus-customers-in-temporary-financial-difficulty-updated-guidance\/” _builder_version=”4.9.4″ _module_preset=”default” custom_button=”off” button_text_color=”#893494″ button_bg_color=”#ffffff” animation=”off” link_option_url_new_window=”off” use_background_color_gradient=”off” background_color_gradient_start=”#2b87da” background_color_gradient_end=”#29c4a9″ background_color_gradient_type=”linear” background_color_gradient_direction=”180deg” background_color_gradient_direction_tablet=”180deg” background_color_gradient_direction_phone=”180deg” background_color_gradient_direction_radial=”center” background_color_gradient_start_position=”0%” background_color_gradient_start_position_tablet=”0%” 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\"Financial<\/p>\n

 <\/p>\n

 <\/p>\n

 <\/p>\n

In an article looking at financial issues affecting customers as a result of the coronavirus pandemic, Nicky Hasler also considers how such issues could create vulnerabilities that need to be considered.<\/p>\n

[\/et_pb_vertical_timeline_item][et_pb_vertical_timeline_item title=”ICSR Article: Vulnerable Customers: Be Aware and Take Due Care” timeline_label=”21st October 2020″ use_read_more=”on” read_more_text=”Read Article” read_more_url=”https:\/\/www.icsr.co.uk\/vulnerable-customers-be-aware-and-take-due-care\/” _builder_version=”4.9.4″ _module_preset=”default” custom_button=”on” button_text_color=”#893494″ button_bg_color=”#ffffff”]<\/p>\n

\"Vulnerable<\/p>\n

 <\/p>\n

 <\/p>\n

 <\/p>\n

Craig Umbleja looks at the key issues for firms as they start preparing for the Policy Statement expected in Q1 2021.<\/p>\n

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horizontal_offset_phone=”0″ z_index_tablet=”0″ z_index_phone=”0″]<\/p>\n

Survey findings: Financial Lives: The experiences of vulnerable consumers<\/p>\n

[\/et_pb_vertical_timeline_item][et_pb_vertical_timeline_item title=”FCA Guidance Consultation Paper Released” timeline_label=”29th July 2020″ use_read_more=”on” read_more_text=”Read the Guidance Consultation” read_more_url=”https:\/\/www.fca.org.uk\/publication\/guidance-consultation\/gc20-03.pdf” font_icon=”%%259%%” icon_color=”#414042″ circle_color=”#ebebeb” line_color=”#414042″ _builder_version=”4.9.4″ custom_button=”off” button_bg_color=”rgba(0,0,0,0)” link_option_url_new_window=”on” font_icon_tablet=”%%259%%” font_icon_phone=”%%259%%” animation=”off” use_background_color_gradient=”off” background_color_gradient_start=”#2b87da” background_color_gradient_end=”#29c4a9″ background_color_gradient_type=”linear” background_color_gradient_direction=”180deg” background_color_gradient_direction_tablet=”180deg” background_color_gradient_direction_phone=”180deg” background_color_gradient_direction_radial=”center” background_color_gradient_start_position=”0%” 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box_shadow_blur=”box_shadow_style,%91object Object%93″ box_shadow_blur_tablet=”40px” box_shadow_blur_phone=”40px” box_shadow_spread=”box_shadow_style,%91object Object%93″ box_shadow_spread_tablet=”0px” box_shadow_spread_phone=”0px” hover_transition_duration=”300ms” hover_transition_duration_tablet=”300ms” hover_transition_duration_phone=”300ms” hover_transition_delay=”0ms” hover_transition_delay_tablet=”0ms” hover_transition_delay_phone=”0ms” hover_transition_speed_curve=”ease” vertical_offset_tablet=”0″ vertical_offset_phone=”0″ horizontal_offset_tablet=”0″ horizontal_offset_phone=”0″ z_index_tablet=”0″ z_index_phone=”0″]<\/p>\n

GC20\/3: Guidance Consultation and feedback statement Guidance for firms on the fair treatment of vulnerable customers. The FCA note that “We expect that more consumers will be in vulnerable circumstances since the onset of coronavirus (Covid-19), and many of those will be newly vulnerable and\/or have multiple drivers of vulnerability.<\/em><\/strong>“<\/p>\n

[\/et_pb_vertical_timeline_item][et_pb_vertical_timeline_item title=”Vulnerability guidance animation” timeline_label=”27th July 2020″ use_read_more=”on” read_more_text=”Watch video” read_more_url=”http:\/\/y7a5w.videomarketingplatform.co\/vulnerability-guidance-animation-1″ font_icon=”%%259%%” icon_color=”#414042″ circle_color=”#ebebeb” line_color=”#414042″ _builder_version=”4.9.4″ custom_button=”off” button_bg_color=”rgba(0,0,0,0)” link_option_url_new_window=”on” font_icon_tablet=”%%259%%” font_icon_phone=”%%259%%” animation=”off” use_background_color_gradient=”off” background_color_gradient_start=”#2b87da” background_color_gradient_end=”#29c4a9″ background_color_gradient_type=”linear” background_color_gradient_direction=”180deg” background_color_gradient_direction_tablet=”180deg” background_color_gradient_direction_phone=”180deg” background_color_gradient_direction_radial=”center” background_color_gradient_start_position=”0%” background_color_gradient_start_position_tablet=”0%” 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box_shadow_blur_phone=”40px” box_shadow_spread=”box_shadow_style,%91object Object%93″ box_shadow_spread_tablet=”0px” box_shadow_spread_phone=”0px” hover_transition_duration=”300ms” hover_transition_duration_tablet=”300ms” hover_transition_duration_phone=”300ms” hover_transition_delay=”0ms” hover_transition_delay_tablet=”0ms” hover_transition_delay_phone=”0ms” hover_transition_speed_curve=”ease” vertical_offset_tablet=”0″ vertical_offset_phone=”0″ horizontal_offset_tablet=”0″ horizontal_offset_phone=”0″ z_index_tablet=”0″ z_index_phone=”0″]<\/p>\n

FCA Animated video: Treating vulnerable customers fairly.<\/p>\n

[\/et_pb_vertical_timeline_item][et_pb_vertical_timeline_item title=”FCA Guidance Consultation released” timeline_label=”23rd July 2019″ use_read_more=”on” read_more_text=”Read Guidance Consultation” read_more_url=”https:\/\/www.fca.org.uk\/publication\/guidance-consultation\/gc19-03.pdf” font_icon=”%%259%%” icon_color=”#414042″ circle_color=”#ebebeb” line_color=”#414042″ _builder_version=”4.9.4″ custom_button=”off” button_bg_color=”rgba(0,0,0,0)” link_option_url_new_window=”on” font_icon_tablet=”%%259%%” font_icon_phone=”%%259%%” animation=”off” use_background_color_gradient=”off” background_color_gradient_start=”#2b87da” background_color_gradient_end=”#29c4a9″ background_color_gradient_type=”linear” background_color_gradient_direction=”180deg” background_color_gradient_direction_tablet=”180deg” background_color_gradient_direction_phone=”180deg” background_color_gradient_direction_radial=”center” background_color_gradient_start_position=”0%” 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box_shadow_blur=”box_shadow_style,%91object Object%93″ box_shadow_blur_tablet=”40px” box_shadow_blur_phone=”40px” box_shadow_spread=”box_shadow_style,%91object Object%93″ box_shadow_spread_tablet=”0px” box_shadow_spread_phone=”0px” hover_transition_duration=”300ms” hover_transition_duration_tablet=”300ms” hover_transition_duration_phone=”300ms” hover_transition_delay=”0ms” hover_transition_delay_tablet=”0ms” hover_transition_delay_phone=”0ms” hover_transition_speed_curve=”ease” vertical_offset_tablet=”0″ vertical_offset_phone=”0″ horizontal_offset_tablet=”0″ horizontal_offset_phone=”0″ z_index_tablet=”0″ z_index_phone=”0″]<\/p>\n

GC19\/3: Guidance for firms on the fair treatment of vulnerable customers<\/p>\n

[\/et_pb_vertical_timeline_item][et_pb_vertical_timeline_item title=”FCA Business Plan 2020\/21″ timeline_label=”7th April 2020″ use_read_more=”on” read_more_text=”Read 2020\/21 FCA Business Plan” read_more_url=”https:\/\/www.fca.org.uk\/publication\/business-plans\/business-plan-2020-21.pdf” font_icon=”%%259%%” icon_color=”#414042″ circle_color=”#ebebeb” line_color=”#414042″ _builder_version=”4.9.4″ custom_button=”off” button_bg_color=”rgba(0,0,0,0)” link_option_url_new_window=”on” font_icon_tablet=”%%259%%” font_icon_phone=”%%259%%” animation=”off” use_background_color_gradient=”off” background_color_gradient_start=”#2b87da” background_color_gradient_end=”#29c4a9″ background_color_gradient_type=”linear” background_color_gradient_direction=”180deg” background_color_gradient_direction_tablet=”180deg” background_color_gradient_direction_phone=”180deg” background_color_gradient_direction_radial=”center” background_color_gradient_start_position=”0%” 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The FCA Business Plan for 2020\/21 is released. One of the key objectives highlighted by the FCA is to ensure “that the most vulnerable are protected.”<\/p>\n

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A timeline of regulatory activity on the subject of the fairtreatment of vulnerable customers.<\/p>\n","protected":false},"author":6,"featured_media":7694,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_et_pb_use_builder":"on","_et_pb_old_content":"","_et_gb_content_width":""},"yoast_head":"\nRegulatory Timeline: Vulnerable Customers | ICSR<\/title>\n<meta name=\"description\" content=\"A timeline of regulatory activity on the subject of the fairtreatment of vulnerable customers.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.icsr.co.uk\/regulatory-timeline-vulnerable-customers\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Regulatory Timeline: Vulnerable Customers\" \/>\n<meta property=\"og:description\" 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