Helping clients experiencing vulnerability

Identifying when a client is experiencing vulnerability is important, but it's 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, and have highlighted other organisations providing useful information.

Vulnerability Matters Guide

This guide is full of tools and information to help you interact with clients in vulnerable circumstances.
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Assessing and recording vulnerability 

A key part of any consumer vulnerability policy is the consistent assessment and recording of a client’s vulnerability. 

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

Our vulnerability policy checklist will assist you with assessing your vulnerable client activity and identifying potential areas of improvement.
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Benchmark your vulnerability knowledge

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

Topics include:

  • Capacity and the Mental Health Act 2005
  • Lasting Powers of Attorney
  • Body language and non-verbal communication
  • Cognitive decline versus demetia 

Find out more >

The Regulator’s Perspective

What are the FCA's 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: