Guidance on Consumer Protection Code 2025

Alongside the publication of the Consumer Code 2025, we have published guidance to support firms in implementing the requirements.  

Guidance on Securing Customers’ Interests

Guidance on Securing Customers’ Interests outlines our expectations of firms in meeting their obligations under the Standards for Business to secure customers’ interests. 

Guidance on Protecting Consumers in Vulnerable Circumstances

Guidance on Protecting Consumers in Vulnerable Circumstances sets out the background to the definition and approach to vulnerability under the revised Code, and describes our expectations of firms in meeting their obligations under the Code.

This guidance can support firms in adopting the right mindset and culture to effectively support consumers in vulnerable circumstances. We are seeking to embed an understanding of vulnerability within the culture of firms, and to ensure that the needs of consumers in vulnerable circumstances – and a commitment to addressing these needs – is an integral part of a firm’s customer focus. This will allow firms to be prepared and able to assist when they engage with consumers in vulnerable circumstances.

General Code Guidance

General Code Guidance provides guidance for firms to support implementation of the broader requirements of the revised Code. This guidance incorporates and updates the existing Code guidance, and includes new guidance on the changes under the revised Code, which was informed by feedback received during the consultation process.