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Supporting vulnerable clients

Protecting vulnerable customers, who may be at greater risk of harm is a key priority for the FCA. Here we present the FCA's guidance on the treatment of vulnerable clients along with examples of Fidelity's approach to supporting these customers.

Vulnerable customers and the Consumer Duty

The Consumer Duty has recently imposed additional rules and guidance on how vulnerable customers should be treated. In this video, Paul Richards talks to Andy Harrison, who is responsible for ensuring the fair treatment of vulnerable customers at Fidelity, about the practical steps advice firms can take to ensure good outcomes for these clients. 

14-min watch

The best approach to dealing with vulnerable clients is usually to listen and liaise with them sensitively and compassionately while offering them practical support. If you require further advice on how to deal with clients in vulnerable situations – or need clarification on the measures firms need to put in place – simply send your query to our expert Andy Harrison. Please note this is for professional advisers only.

Meet our expert

Andy Harrison

Andy started his career in Financial Services working for a leading insurance company in 1998 and has always had a passion for helping customers. He joined Fidelity during the first lockdown in 2020 to develop our vulnerable customers framework. His work so far has received the British Standards Institute (BSI) Kitemark for Inclusive Service in Financial Services as well as a BoringMoney Award in 2024 and a CXA Silver Award in 2023. Andy is a Chartered Manager and member of the Chartered Management Institute.