New Guidance for Managing Customer Vulnerability in Financial Services
First seen 10 Dec 2025, 01:40 UTC
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The Chartered Insurance Institute (CII) and Personal Finance Society (PFS) have released new guidance aimed at improving the management of customer vulnerability in the financial services sector. This guidance is being adopted by the Financial Ombudsman Service (FOS) and emphasizes the need for firms to move beyond mere compliance to achieve meaningful outcomes for vulnerable customers.
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