Authors: Sharon Collard and Katie Cross
Funded by: GambleAware
Published by: University of Bristol/GambleAware
Publication date: July 2021

Financial Conduct Authority (FCA) guidance sets out its view of what regulated firms should do to comply with their regulatory obligations regarding the fair treatment of vulnerable customers. A vulnerable customer is someone who, due to their personal circumstances, is especially susceptible to harm, particularly when a firm is not acting with appropriate levels of care.

This guide explores how the FCA's six expectations can be applied to harmful gambling. It offers practical examples of how regulated firms are already identifying and supporting customers who are at risk of gambling harm and what more can be done.