Vulnerability is one of those topics where we all hope to be less impacted on a personal level, but also that we would receive appropriate care and support if we were. Increasingly, a commitment to helping vulnerable customers in line with FCA guidance is being widely accepted as the only right and proper thing to do, with the regulators, naturally supporting this shift. The sense for some time now is that firms need to be doing more.
Firms need to ensure their staff are appropriately skilled in identifying and responding to vulnerability. They also need to ensure they are organising their business effectively with a focus on treating all their customers fairly but none more so than those experiencing vulnerability. Firms and especially senior managers should be looking at what they are doing to understand these potentially negative outcomes for vulnerable clients and the steps they are taking (or should be taking) to mitigate those.
The webinar helps participants to understand what vulnerability is, how it needs to be addressed and the steps they need to take to build these approaches into a practical and sustainable operating model. It is designed to be enjoyable as well as instructional with delegate participation actively encouraged. Practical vulnerable customers examples are used to illustrate the learning points rather than leaving them as theoretical.