Financial services
Resources on accessibility and disability support in the financial services sector.
FCA: Our Consumer Duty focus areas >
FCA: The Financial Lives Survey >
FCA: Consumer Duty sets higher standards for financial services customers >
FCA: Credit Information Market Study Final Report >
FCA: Key findings from their review of payments firms’ implementation of the Consumer Duty >
FCA: Speech by Sheldon Mills, executive director of consumers and competition delivered at the Consumer Duty: 1 year on event. Read now >
FCA: Consumer Duty implementation: good practice and areas for improvement >
FCA – Treating Vulnerable Consumers Fairly (Updated March 2025): The FCA has reaffirmed its expectations for firms to treat vulnerable consumers fairly across all financial services. The 2025 update includes findings from a review of how firms are embedding the FCA’s guidance, highlighting both good practices and areas needing improvement. Read the update >
Gov.UK - Welfare Bill to Protect the Most Vulnerable: New UK legislation aims to strengthen protections for vulnerable benefit recipients. Read more on Gov.UK >
Building Societies Association: Safe Spaces – How a colleague idea and minimal costs can make a big difference >
Lending Standards Board: Access for d/Deaf customers in banking & credit >
Lending Standards Board: Financial Inclusion Report for Improved Access for d/Deaf Community in Banking & Credit Industries launched by the LSB >
NatWest & Serene – AI for Early Detection of Financial Distress: NatWest has invested in Serene, an AI-driven platform that uses behavioural science and real-time data to detect early signs of financial vulnerability. The platform enables proactive, personalised support for customers before they reach crisis points. Read the article >
Government Digital Service (GDS): In June 2025, GDS launched a pilot focused on health, disability, and work, aiming to simplify how disabled people interact with government services. The initiative addresses fragmented service delivery and aims to create a more joined-up, user-first experience. Read more about GDS >
Utilities and Telecoms
Resources on accessibility and disability support in the utilities and telecoms sectors.
Why utilities should share data with credit reference agencies: We discuss how data sharing between utilities and credit reference agencies can help identify and support vulnerable customers, reduce persistent debt, and improve service delivery. Read our blog >
Read the latest publication of the Ofgem Vulnerability Strategy on 15 April 2025.
Ofwat – Cross-Sector Data Sharing for Vulnerable Consumers (2025): Ofwat is working with other regulators and industry to improve access to support services through enhanced data sharing, particularly around the Priority Services Register (PSR). This initiative aims to reduce the burden on consumers by enabling a “tell it once” approach. Read the announcement >
Ofgem – Consumer Vulnerability Strategy (Published April 2025): Ofgem released a refreshed strategy outlining how energy companies should identify and support vulnerable consumers. It emphasizes embedding vulnerability considerations across the sector and introduces clearer outcome-based measures and collaborative approaches with industry and government. Read the strategy >
Energy UK – Data Sharing to Support Vulnerable Customers: This briefing outlines how energy suppliers are working toward a “tell it once” model using a shared Priority Services Register (PSR). It emphasizes the importance of secure, cross-sector data sharing (e.g., with DWP and NHS) to deliver targeted support and reduce the burden on consumers. Read the full article >
Ofwat: Support-for-All will be a national, secure, cross-sector platform sharing Priority Services Register (PSR) and other vulnerability data between water, energy, telecommunication and support organisations, ensuring a better experience for vulnerable customers. Read more >
Ofwat: Priority services registers - a consultation on standards for water companies in England and Wales. Read now >
Ofwat: Final guidance for all water companies in supporting household customers in England and Wales and non-household customers in Wales who need extra help accessing water and wastewater services. Read now >
Ofgem: Consumer vulnerability protections >
Citizens Advice: Response to Ofwat’s consultation: PR24 and beyond >
Ofcom: Ofcom's work for vulnerable people >
PCMag: This 'AI Granny' Bores Scammers to Tears >
Credit Connect – Ofgem and Ofwat Announce Cross-Sector Data Sharing Plans: Energy and water regulators are collaborating to enable PSR data sharing across sectors. This initiative aims to ensure vulnerable consumers receive consistent support without needing to repeat their circumstances to multiple providers. Read the full article >
PSR: The Priority Services Register (PSR) is a free UK wide service which provides extra advice and support, including when there’s an interruption to your electricity, gas or water supply.
Ofwat — “Empowering customers to be heard…” (14 Aug 2025)
Ofwat consultation on new consumer-involvement rules (new powers under Water (Special Measures) Act 2025) which includes consumer involvement in water companies. https://www.ofwat.gov.uk/empowering-customers-to-be-heard-by-water-companies-on-issues-that-matter-the-most/