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  "documentTitle": "Banking and capital markets trends 2020: Laying the foundations for growth",
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      "text": "The scope of audits over the fair treatment of customers can draw on a number of areas including: What data and management information is available and used to drive behaviours and decisions that are in the best interest of the customer? What is the risk of harm embedded in products and processes and how vulnerable customers might be at greater risk? How effective is the governance and oversight of customer outcomes? Is there clear accountability and a culture 'to do the right thing'? What is the customer value proposition of the firm? And how its purpose takes in consideration its customers. How are customer outcomes considered at each stage of the distribution chain? Do staff have the right support and feel empowered to exercise discretion to meet customer needs? Are third party suppliers aware of the firm's approach to customers and how do management assess the third parties with respect to customer treatment? What tools and system solutions are used or could be used to enforce fair customer treatment, accurate and complete identification of vulnerable customers and transparent information for effective monitoring and governance of customer treatment?",
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      "text": "The FCA has released a number of key publications this year relating to the treatment of customers, including: The retirement outcomes review/feedback and further consultations. The consultation and feedback on duty of care. The Mortgages Market Study and changes to responsible lending guidance. The consultation guidance on fair treatment of vulnerable customers.",
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      "text": "The continuous work on affordability and vulnerable customers and their fair treatment is highlighting a number of areas where firms are expected to take in consideration the differing needs of their customers and to work towards ensuring these needs are met throughout the life cycle of the product and customer interactions.",
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      "text": "The suitability of advice and the need for products and services to meet the needs of customers has been a cross-sector area of focus of the FCA for the last two years. There is particular concern from the regulator around the treatment of vulnerable customers, long-standing/loyal customers and retirement outcomes, coupled with an overarching question as to what level of care firms should provide to their customers, particularly when providing high-cost credit.",
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