This document is designed to assist practitioners to begin to address the needs of consumers of financial service in vulnerable circumstances. It consolidates tips and resources gained throughout the course of the FCA’s research. The pack is geared towards firm employees tasked with the development of a vulnerable customer policy/strategy.

A dementia-friendly financial services charter designed to enable the sector to work towards becoming dementia-friendly. In addition to the charter, the document sets out the expectations for a dementia-friendly financial services sector and provides guidance on the commitments in the charter.

This guidance explains how a person can manage a bank or building society account on another person’s behalf, including on behalf of a person who does not have mental capacity. It describes the circumstances in which this is possible and how it can be done. It also sets out the documents that need to be shown the bank or building society to be able to manage the account. This guidance applies to England and Wales.

The guide provides practical assistance to anyone who supports an individual to make decisions about their finances. It covers the legislation that governs financial decision-making and makes practical suggestions about how to: empower and support an individual with making decisions about their finances; assess an individual’s capacity in relation to financial decision-making in a way which is decision-specific; apply the Mental Capacity Act to an individual’s situation; and enable decision making by individuals wherever possible.