Vulnerable Customers (Consumer Duty)

Vulnerability can affect anyone at any time of their lives. Firms need to pay close attention to the needs of customers and recognise characteristics of vulnerability. They must provide fair value, avoid causing foreseeable harm and support customers; communications must be understood by customers with characteristics of vulnerability and a firm’s approach to monitoring must identify where communications are not being understood and modifications and / or remedial activity is required to be carried out. Tina Cooper, National Account Manager from Halifax Intermediaries, presents this informative webinar, to help advisers understand their requirements and responsibilities when supporting vulnerable customers, under Consumer Duty.