Monthly Archives: November 2021

The FCA Finalised Guidance For Firm On The Fair Treatment of Vulnerable Customers identifies three areas which are essential for firms to consider when building a vulnerable strategy as outlined in the below diagram. For businesses which are just starting out building their customer vulnerability strategy, we have broken these down further in to 7…

Frontline, customer facing staff play an important role in early identification of vulnerable customers, and this can make a huge difference in customer experience and outcomes. It is therefore critical that your customer facing staff can quickly identify signs of vulnerability in any interaction. One of the established best practices for identifying vulnerable customers, is…