Guidance on the Consumer Protection Code 2025

The guidance and support resources below are designed to support and assist financial services firms, and other Code users, in understanding consumer protection rules and the Central Bank’s expectations of firms when dealing with consumers of financial services.

Guidance on Securing Customers’ Interests

Guidance on Securing Customers’ Interests outlines our expectations of firms in meeting their obligations under the Standards for Business to secure customers’ interests. 

This guidance is designed to assist firms by setting out what firms need to consider, the actions they need to take and the mindset they should have towards their customers, to effectively comply with their obligation to secure the interests of their customers. This will support firms in complying with all of their consumer protection obligations.

Guidance on Protecting Consumers in Vulnerable Circumstances

Guidance on Protecting Consumers in Vulnerable Circumstances sets out the background to the definition and approach to vulnerability under the Code and describes our expectations of firms in meeting their obligations under the Code.

This guidance can support firms in adopting the right mindset and culture to effectively support consumers in vulnerable circumstances. We are seeking to embed an understanding of vulnerability within the culture of firms, and to ensure that the needs of consumers in vulnerable circumstances – and a commitment to addressing these needs – is an integral part of a firm’s customer focus. This will allow firms to be prepared and able to assist when they engage with consumers in vulnerable circumstances.

General Code Guidance and Frequently Asked Questions

The General Code Guidance provides guidance for firms to support understanding of, and compliance with, the requirements of the Code. This guidance incorporates and updates the earlier 2012 Code guidance and includes guidance on the changes made in the 2025 Code. The guidance, first published in March 2025, will be updated periodically as necessary. 

A set of Frequently Asked Questions is also provided below. This sets out some of the general questions received and responded to in relation to implementation of the Code. 

Consumer Protection Code – FAQ

Criteria and expectations on Appropriate and Sustainable Alternative Repayment Arrangements 

The criteria and expectations on Appropriate and Sustainable ARAs were first published  in July 2025 and were most recently updated in August 2026 to incorporate additional guidance arising from feedback from ARA inspections carried out in 2025, and to update the references to the requirements following the coming into force of the Consumer Protection Code 2025. These criteria and expectations complement the conduct requirements on mortgage arrears contained in Part 3, Chapter 9 of the Consumer Protection Regulations 2025.