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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

Below you’ll find details of support organisations that may be able to help any vulnerable clients you may have.

Age-related concerns
Digital skills
Domestic abuse
Financial Hardship
Mental Health
Physical health and disabilities

Help move clients online

All you need to know about the online services available to clients, along with support materials you can use to encourage them to move online.

Bereavement support

Here you’ll find all the information you need in relation to administering an account following the death of a client.