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.

This opinion piece by a lay former family-carer argues that the MCA is a somewhat ugly camel, not the beautiful horse many people think it is. The author contends the Act never specifies who can be a best-interests decision-maker; it allows a legally-authorised, but crucially not medically or legally trained, layperson to be appointed as a health and welfare attorney and control best-interests decision-making; and the Act establishes further Codes to be ‘regarded by’ various categories of people, but not by normal family carers, who must obey the Act, but are not required to ‘have regard to’ the Code.

This guide is for utility organisations of all sizes and in all sectors including energy, water, and communications. It offers guidance on how to increase employees’ understanding of dementia and create processes and practices to make the utilities sector more accessible to people affected by dementia.