Tag Archives: vulnerable customers

The new Consumer Duty

Key points: The proposed new Consumer Duty represents a step-change in regulation and firms need to start planning now; there’s a lot to do in what’s probably a tight timescale. Although most firms will have documented outcomes-based measures, more granularity is likely to be needed and there are significant dependencies and interconnectedness between the proposed […]

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Diversity and inclusion and retail customers

For retail customers …, firms need to be sufficiently diverse and inclusive to understand and meet the needs of their diverse customer bases; otherwise their customers are at more risk of harm.  So say the Financial Conduct Authority, the Prudential Regulation Authority and the Bank of England in their July 2021 discussion paper, DP21/1 Diversity […]

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