Earlier this year, the FCA published its final guidance on the fair treatment of vulnerable customers. This is intended to drive a practical shift in firms' actions and behaviours towards these customers.

In this episode, Irina Velkova is joined by Maxine Pritchard, Head of Financial Inclusion and Vulnerability at HSBC UK, and Peter Lovegrove, Director at Grant Thornton UK LLP, for a conversation around how firms are expected to implement this guidance.