To ask the Secretary of State for Business and Trade, whether he plans to conduct a cross-sector review of business practices in supporting recently bereaved customers.
Answered on
1 July 2025
Government has no plans to conduct a cross-sector review of business practice in supporting recently bereaved consumers. The Financial Conduct Authority have considered this issue across financial services and have published guidance on the fair treatment of vulnerable customers in line with the FCA’s Consumer Duty.
Outside of the financial sector, internal policies relating to bereavement are a matter for individual businesses, companies are expected to treat consumers with compassion and understanding in such circumstances.
Business dealing with vulnerable consumers can also refer to the British Standard on Inclusive Service which utilises best practices from BS ISO 22458 on Consumer Vulnerability.
Through the Employment Rights Bill, the Department is establishing a new statutory right to Bereavement Leave. As part of this, it is also considering how to better support individuals experiencing bereavement, including by providing clearer guidance for employers.