Back in February, The Financial Conduct Authority published its finalised vulnerability guidance. As firms continue their work to translate these expectations into practical action, it is made clear by the FCA that firms need to be able to evidence that their outcomes for vulnerable customers are as good as those of other customers.

So, just what is an 'outcome' and how do we decide which outcomes we need to monitor? Why do they matter so much when it comes to vulnerability? and most importantly, how do firms go about doing all of this?

Joining Vulnerability Lead Consultant Chris Fitch to answer these questions and more are:

Peter Tutton - StepChange, Head of Policy
Jane Rodrick - Lloyds, Head of Customer Vulnerability
Ian Phillips - Vulnerability Academy, Co-Facilitator.

Find out more about the Vulnerability Academy in partnership with UK Finance here: https://www.ukfinance.org.uk/events-training/vulnerability-academy-improving-outcomes-customers-vulnerable-circumstances