Redefining vulnerability through the lens of Consumer Duty

Theme: Diversity, Equity, Inclusion, and Accessibility

Consumer Duty was introduced by the FCA (Financial Conduct Authority) in July 2023. 

Though developed for financial services, its principles of safeguarding individuals, understanding the nuanced experience of challenging circumstances, and ensuring transparent outcomes are crucial across sectors, including government. 

This workshop explores how vulnerability can be fluid, shaped by context, and experienced by everyone. Drawing on case studies from different financial products and services, session participants will redefine vulnerability, explore alternative language, and develop strategies they can apply within their own organisations to be inclusive.

Participant takeaways:

• A better understanding of why Consumer Duty matters to us all
• A set of learnings from projects in the financial sector that are relevant across industries
• Shared lessons across sectors and organisations present in the workshop
• A new way of talking and thinking about vulnerability based on these learnings and the discussions we have in the workshop, which they can take into their own inclusive practices

This session:

• Includes interaction