In this podcast, PIMFA’s Director of Government Relations and Policy, David Ostojitsch and Alex Roberts, PIMFA’s Head of Regulatory Policy and Compliance, discuss the importance of addressing customer vulnerability in the financial services sector. They explore PIMFA’s newly launched ‘Customer Vulnerability Guide’, the role of the FCA, the challenges firms face in identifying vulnerable customers, and the significance of creating a supportive culture within organizations. The conversation also highlights the potential of technology in identifying vulnerabilities and provides resources for firms to enhance their practices.