Key drivers of vulnerability
The Financial Conduct Authority (FCA) has outlined four key drivers of vulnerability.
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Vulnerable customers
We’re committed to doing the right thing for vulnerable customers and this includes helping you support your clients who are more vulnerable. That’s why we’ve created a Vulnerable Customer Guide. It’s been developed to help you have even better conversations with your clients.This guide was created during the Covid-19 pandemic when it wouldn’t have been possible for you to meet your clients face-to-face. The content is steered more towards telephone conversations, but can help and support with other conversations too.
Vulnerable Customer Guide
Our guide will help you identify vulnerabilities and other client needs, plus ways you can better engage with your client. We’ve also signposted external support that you might find useful for your clients.Health
Life events
Resilience
Capability
Our commitment to supporting vulnerable customers
Companies like ours, and the financial advisers we work with, need to demonstrate to the FCA that we’re doing the right thing for vulnerable customers.
We’re embedding vulnerable customer considerations into our culture, thinking, practices and processes – ensuring we’re supporting you and your vulnerable clients, meeting their expectations and those of the FCA too.
Supporting your client
We have a range of member benefits and additional support services to help your client now and in the future.
Speak to your account manager
Meet your account manager9am – 5:30pm, Monday – Friday
TextDirect: first dial 18001. We may record and monitor calls for training and auditing.