Vulnerable Customers

Welcome to the Vulnerable Customers module

In this module, you’ll learn what it means for a customer to be considered vulnerable, why it matters, and how firms regulated by the Financial Conduct Authority (FCA) must respond.

We’ll look at the different factors that can make someone vulnerable, the warning signs you should be aware of, and the practical steps firms must take to identify, support, and protect vulnerable customers effectively. By the end of this unit, you’ll understand your obligations and feel more confident in applying the right processes to treat all customers fairly.