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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.

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.

Our recent research has uncovered a concerning trend: fewer than 1% of customers are being identified as vulnerable

For many automotive dealerships, managing compliance and tracking customer vulnerability can be complex.

The FCA’s  Consumer Duty  and  Vulnerable Customer Care  frameworks share a common goal: ensuring fair treatment and positive outcomes...