Helping clients experiencing vulnerability

Identifying when a client is experiencing vulnerability is important, but is only part of the process. What can and should you do to help them?

We’ve developed a range of support items to help you respond in the most appropriate way, and have highlighted other organisations providing useful information.

Client Support Pack

This 10-page pack includes useful tools and information to help support clients who may be experiencing vulnerability caused by a variety of factors, including mental capacity.
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Assessing and recording vulnerability 

A key part of any consumer vulnerability policy is the assessment and recording of a client’s vulnerability. But how can you ensure that it’s done consistently?

We’ve developed a Client Wellbeing Checklist to help make this easier.
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How effective is your vulnerability policy?

We help firms develop vulnerability policies that are bespoke, appropriate and effective. Our practical ideas and team training will help you embed your policy and keep it relevant.

A key part of this is assessing the effectiveness of current activity and helping to identify potential areas for improvement.
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Benchmark your vulnerability knowledge

We’ve teamed up with SOLLA to produce a 2021 version of our popular online training module: Consumer Vulnerability In Later Life

Topics include:

  • What constitutes being vulnerable?
  • How to identify when someone may be experiencing vulnerability
  • How to change working practices to ensure clients receive extra care and support when needed

Find out more >

The Regulator’s Perspective

Protecting the interests of vulnerable consumers is an FCA priority and a key area of focus in their 2020/21 Business Plan.

What are their expectations of intermediary firms?
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Other sources of information

For further information and support on working older and vulnerable consumers, you can consult the following resources: