In this episode, we explore how organisations can strengthen governance and oversight to improve outcomes for all consumers, especially those in vulnerable circumstances. Reflecting on findings from the FCA’s recent review of consumer vulnerability, we highlight the challenges many firms face and why addressing them is so critical.

We share six key areas where we’ve helped organisations build stronger frameworks: keeping policies up to date and accessible, delivering continuous and practical training for agents, embedding robust quality assurance processes, tracking meaningful performance metrics, establishing clear oversight and escalation routes, and reinforcing risk and control frameworks. Throughout the episode, we draw on real-world examples and experiences to show how even small changes can make a significant difference.

We also discuss the importance of segmenting data by vulnerability type, age, income, and geography to uncover trends and tailor strategies. By integrating these insights into everyday decision-making and governance at every level, organisations can deliver more consistent, fair, and sustainable outcomes. This episode offers a practical look at how we support firms in building governance structures that are not only compliant but truly customer focused.