Course Summary
The Consumer Duty sets a rigorous standard for how firms treat customers in vulnerable circumstances. The Financial Conduct Authority (FCA) recently published findings on good and poor practice. The message is clear: having policies in place is not enough. Firms must be able to demonstrate that vulnerable customers are receiving good outcomes in practice.
Attend Westminster Insight’s Supporting Consumers in Vulnerable Circumstances online training course to understand the FCA’s expectations and gain practical tools to help you identify, support and monitor the outcomes of vulnerable customers.
Through real-life examples and practical guidance, we will explore what an effective Vulnerability Framework looks like, how to recognise and record signs of vulnerability and how to prompt customers to disclose support needs.
Strong governance helps firms to act where vulnerable customers are not receiving outcomes comparable to other consumers. Learn how to use management information (MI) to monitor outcomes and drive improvements.
Understand the importance of clear and accessible customer communications and the data protection considerations involved in handling vulnerability information. Learn about the risks and responsibilities that arise when working with brokers, agents, outsourcers and other third parties.
By reviewing examples of both good and poor practice, you will gain valuable insight into how organisations can meet regulatory expectations while delivering better customer experiences.
