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Showing 1 to 10 of 126 search results for particular care when dealing with vulnerable customers.

1. Finalised Guidance: Consumer Credit and coronavirus: updated Tailored Support Guidance for firms

   Finalised guidance Published: 27/01/2021 Last modified: 27/01/2021
   This guidance applies in the exceptional circumstances arising out of the coronavirus (Covid-19) pandemic and its impact on the financial situation of consumer credit customers.

2. Borrowers in financial difficulty (BiFD) project – supporting those facing payment difficulties due to coronavirus – interim findings

   Focus areas Published: 18/01/2022 Last modified: 03/11/2022
   In March 2021, we launched the BiFD project to ensure firms continue to support borrowers in financial difficulty. As part of this work, we have been monitoring, gathering insight and acting where we have identified concerns at individual firms.

3. Draft Guidance: Consumer Credit and coronavirus: updated Tailored Support Guidance for firms

   Policy and guidance Guidance consultations Published: 13/01/2021 Last modified: 13/01/2021
   This guidance applies in the exceptional circumstances arising out of the coronavirus (Covid-19) pandemic and its impact on the financial situation of consumer credit customers.

4. Fair treatment of customers

   Tasks for regulated firms Published: 12/05/2015 Last modified: 15/02/2023
   All firms must be able to show consistently that fair treatment of customers is at the heart of their business model. Learn more about what is expected.

5. Finalised Guidance: Consumer credit and coronavirus: updated guidance for firms

   Finalised guidance Published: 19/11/2020 Last modified: 13/01/2022
   This guidance applies in the exceptional circumstances arising out of the coronavirus (Covid-19) pandemic and its impact on the financial situation of consumer credit customers.

6. Coronavirus (Covid-19): Information for firms on consumer credit

   Published: 04/12/2020 Last modified: 25/03/2021
   Information for firms on credit cards (including store cards and catalogue credit), personal loans, overdrafts, motor finance and high cost credit agreements.

7. FS21/2: Approach to Repossessions: Updated Tailored Support Guidance for firms - Feedback on draft guidance for mortgages and consumer credit

   Feedback statements Published: 27/01/2021 Last modified: 27/01/2021
   We have updated our guidance to firms on our approach to repossessions from 31 January 2021.

8. Firm handling of complaints during coronavirus

   Firms Published: 01/05/2020 Last modified: 12/05/2021
   Find out about how firms should handle complaints during coronavirus.

9. Ageing population and financial services

   Occasional papers Published: 21/09/2017 Last modified: 21/09/2017
   In September 2017, we published our Occasional Paper, outlining the findings from a project that explored how the ageing population would impact the financial services industry. 

10. Anti-fraud controls and complaint handling in firms (with a focus on APP Fraud)

    Multi-firm reviews Published: 07/11/2023 Last modified: 23/04/2024
    This publication sets out the key findings from our review of how firms mitigate the risks of APP fraud and fraud attacks more broadly.