Introduction Vulnerabilities come in many different forms, including those created by permanent and temporary circumstances. Certain customers need additional support or guidance when purchasing financial products and services. Vulnerabilities vary by individual and group, meaning a vulnerable customer checklist is an essential tool for gap analysis and risk assessment. All FCA regulated firms are expected […]
The Financial Conduct Authority (FCA) have always had a robust approach to the way vulnerable customers are managed by regulated firms. However, following on from reviews and the Covid-19 crisis, the FCA have said “we want to drive improvements in the way firms treat vulnerable consumers and bring about a practical shift in firms’ actions and behaviour.”
Who Are Vulnerable Customers? The FCA define a Vulnerable Customer as: – “Someone who, due to their personal circumstances, is especially susceptible to harm, particularly when a firm is not acting with appropriate levels of care.” In their Approach to Consumers guidance paper, the FCA notes four factors that can act as drivers to actual […]
Self deliver your own Vulnerable Customers Training Session for just £149 (exc vat)! Pay only once for unlimited training, regardless of how many trainees you have. We utilise PowerPoint so that you can customise your own vulnerable customer training session from our ready to use slides. Why PowerPoint? In today’s digital age, many commercial training […]
The fair treatment of consumers and vulnerable customer awareness has always been one of the FCA’s key priorities, but with the publication of guidance paper FG21/1 in February 2021, the regulator has set out numerous objectives, obligations and expectations that all regulated firms are required to understand and meet.
Vulnerable customer awareness goes hand in hand in Treating Customers Fairly (TCF), which is one of the FCA’s principles for business. Ensuring good outcomes and that all interactions and communications are fair, consistent and compliant are mandatory requirements.
On Tuesday, the FCA’s Executive Director of Supervision (Retail and Authorisations) Jonathan Davidson, delivered a speech at the Credit Festival, focusing on the challenges during the pandemic for consumer credit firms to take decisive and effective action when it comes to the fair treatment of customers. With the consumer credit industry including approx. 40,000 firms […]
Having adequate, effective and compliant policies, procedures and training workshops on what makes a customer vulnerable, how to identify them and how to communicate effectively is not only a mandatory FCA requirement, but also an essential business practice. It is even more important in times of national crisis, such as the current pandemic, to ensure […]