On 27 March 2026, the Financial Conduct Authority (FCA) and Information Commissioners Office (ICO) issued a statement designed to help firms understand and apply the FCA’s expectations for delivering good outcomes for retail consumers in vulnerable circumstances, in line with the Consumer Duty, while also maintaining confidence in the lawful, fair and responsible use of personal information in line with the ICO’s expectations.
The joint statement covers the FCA’s expectations and data protection considerations regarding:
- Supporting consumers in vulnerable circumstances.
- Sharing data across distribution chains.
- Monitoring customer outcomes.
The FCA and ICO also share examples of the above.
Going forward the FCA will continue to help firms understand its expectations, including through work this year on how the Consumer Duty applies through the distribution chain. The ICO welcomes continued engagement with stakeholders to help identify where further clarity may be useful and ensure that its regulatory expectations remain responsive to how firms are supporting consumers in vulnerable circumstances. The FCA and ICO will continue to work together, including through the Digital Regulation Cooperation Forum and the UK Regulators Network, so regulatory expectations are clear.