Business Issue
A UK-authorised e-money institution sought to ensure it was meeting the FCA’s expectations regarding the fair treatment of vulnerable consumers. In line with the FCA’s Principles for Businesses, the client wanted to assess its current approach and develop a clear action plan for improvement.
Solution
fscom supported the client through a two-phase programme delivered via a series of tailored workshops. Phase one included two initial workshops focused on helping the client understand their regulatory obligations and begin developing a framework to identify and support vulnerable consumers. Phase two, delivered three months later, involved a third workshop to assess progress, reflect on lessons learned, and shape the roadmap for the year ahead.
Benefits
The client gained a clearer understanding of their regulatory responsibilities and practical steps to embed them into business practices. The workshops helped establish a solid foundation for a more structured and effective approach to supporting vulnerable customers, aligned with FCA expectations.
Client
Feedback
The client came away with greater confidence in their ability to meet regulatory expectations, supported by a practical framework and a clear plan for ongoing improvement.
