A firm responsible for interacting with and supporting retail customers must design and deliver support that meets its retail customers' needs, vulnerable customers included; that enables customers to use the product as reasonably anticipated; that does not put unreasonable barriers (including unreasonable additional steps) in the way of customers wanting to act in their interests, for example to make a claim, complain, switch, cancel or get information; and that responds to customers' needs. Support is unlikely to meet the rule if it makes it harder to leave or complain than to buy, prioritises prospective over existing customers, or leaves customers waiting unreasonably. Where a person is authorised by the customer or by law to act for them (a power of attorney, for example) the firm must give that person the same level of support.
The graph holds this control, the 0 it maps to, and the evidence behind each claim, over MCP and REST.