Vulnerability and the Consumer Duty

Presented by

Martin Lines

About this talk

If ever there was a time to focus on how we improve the experience and outcomes for the most vulnerable, surely now is that time. The FCA have said that they want doing the right thing for vulnerable customers to be deeply embedded into firms. That means we all have a part to play. Looking towards the full implementation of the Consumer Duty, we need to demonstrate a genuine culture that will promote good outcomes for consumers including those in vulnerable circumstances. It’s important that we respond to the current needs of clients, but also establish practices that can be developed over the long-term. This session is packed with information, strategies and examples of good practice designed to help you to respond to the needs of clients in vulnerable situations. Just will introduce you to valuable resources that advisers, paraplanners and other staff can use to take practical action. Everyone has experiences to share and we hope that discussing these areas will help you to identify some action points which will help clients and the firm too. Learning Objectives: • Review the key steps from the FCA’s guidance on consumer vulnerability • Understand the links between vulnerability and the Consumer Duty • Identify some key action points to implement in relation to consumer vulnerability CPD: 45 minutes
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