Customer vulnerability
At Just, we're acutely aware of the focus firms have on implementing the FCA's new Consumer Duty. A significant element includes having an appropriate policy in place that ensures clients in vulnerable situations are identified and supported.
Each of us has a part to play in meeting the obligations under Consumer Duty, so we've designed a range of support items to help raise awareness and understanding of customer vulnerability within your business.
Our support items will also assist you with developing bespoke vulnerability policies that are appropriate and effective.
The vulnerability spectrum
In consultations and the finalised guidance, the FCA have stated four key drivers of vulnerability and an approach reflecting that all clients are on a spectrum of risk.
Benchmark your knowledge
We’ve teamed up with SOLLA to produce a popular online training module: Consumer Vulnerability In Later Life. It’s free to use, takes around an hour to complete and offers a CPD certificate for successful completion.
How effective is your policy?
How effective is your vulnerability policy, and how do you know? We can help you assess the effectiveness of current activity and identify potential areas for improvement.
Helping clients experiencing vulnerability
Identifying when clients are experiencing vulnerability is important, but only part of the process. These support items and organisations can help you respond in the most appropriate way.
Assessing and recording vulnerability
A key part of any client vulnerability policy is the assessment and recording of their vulnerability. But how can you ensure that it’s done consistently? We’ve developed a Client Wellbeing Checklist as a starting point, which is available as an editable version on request.
The regulator’s perspective
Protecting the interests of all clients, including those in vulnerable circumstances, is an FCA priority. It’s a key area of focus of Consumer Duty and detailed in the finalised guidance on vulnerability, FG21/1.