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In today’s automotive retail environment, identifying and supporting vulnerable customers isn’t just good practice; it’s a regulatory and ethical necessity. While vulnerability can take many forms, such as financial hardship, mental health challenges, life events such as bereavement, or low levels of literacy, the key is being able to spot the signs and respond appropriately. But how do we ensure this happens consistently in a busy showroom?

The Financial Conduct Authority (FCA) introduced Consumer Duty to raise standards across the financial services industry, and the automotive sector is firmly in the spotlight in 2025. For car dealers offering finance and insurance products, Consumer Duty is no longer just guidance, it’s a mandate shaping how businesses interact with customers and deliver outcomes.

Over the past few years, the Financial Conduct Authority (FCA) has taken a more proactive approach to supervising regulated firms, particularly in sectors such as automotive retail, where compliance with Consumer Credit and General Insurance rules is under greater scrutiny. One of the ways this is being delivered is through Multi-Firm FCA Visits—a focused initiative where the regulator visits a group of firms within the same sector to assess how well key regulatory requiremen

The FCA’s Consumer Duty represents a fundamental shift in how UK motor dealers must treat customers, requiring firms to act to deliver good outcomes, provide fair value, and ensure clear, customer-friendly communication across the entire sales journey.