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In July the FCA published its proposed “Guidance for firms on the fair treatment of vulnerable customers.” In this podcast, we digest and discuss how the guidance might realistically change firm practice, and consider how the FCA will monitor and supervise firms in relation to vulnerable customers. Recorded in front of a live audience, Chris Fitch is joined by a leading panel including: •Fiona Turner - Interim Principal, Financial Inclusion, Capability and Vulnerability, UK Finance •Tim Hawley - Operational Excellence, Capital One •Suzanne Wood - Head of Customer Outcomes, Newcastle Building Society The panel share their views and discuss the proposed guidance – as organisations continue to develop their response to the consultation.

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