Since the start of this pandemic, businesses have had to quickly pivot to meet customer and employee needs. Whether it is establishing an online presence, or enabling staff to work from home, businesses have had to adapt operations to meet the challenges of the ‘new normal’.
Despite the hurdles presented by this period, one factor that has remained constant is the need to treat customers – particularly vulnerable customers – fairly. In fact, the FCA has recently published new best practice guidance for firms urging them to do more to protect vulnerable customers. The guidance aims to provide a framework to allow all organisations to assess whether they are treating vulnerable customers fairly, ensuring consistency across sector.
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