With the pandemic ongoing, the FCA has reiterated its expectations for the treatment of customers, as set out in the Tailored Support Guidance (TSG) for mortgages, consumer credit and overdrafts.

A newly launched webpage details some of its interim findings to help firms ensure they deliver the best outcomes for customers needing support. These findings cover:

1. Offering appropriate forbearance
2. Fair treatment of vulnerable customers
3. Fees and charges
4. Systems, processes and training
5. Debt advice

The FCA states that it will continue to engage with the firms, identified in its work, who risk not meeting the requirements.

Look out for a future post for more detail on the FCA's Expectations of Firms.

Borrowers in financial difficulty project - supporting those facing payment difficulties due to coronavirus