In this IIL financial planning webinar in association with the European Financial Planning Association, Andrew Gething explores how financial institutions can better manage consumer vulnerability, not only to meet regulatory expectations, but to deliver meaningful, empathetic service.
In moments of personal vulnerability, such as bereavement, divorce, illness, or financial hardship, insufficient service quality and limited support can significantly affect consumer trust in financial institutions. Recognising and responding to these vulnerabilities is increasingly seen as a cornerstone of responsible financial service delivery across Europe. Regulators in several Member States and in the UK are introducing frameworks aimed at rebuilding trust by improving how firms identify and respond to consumer vulnerabilities.
In this webinar, Andrew examines emerging European best practices, highlights red flags that advisers and firms should recognise, and discusses how technology can support more inclusive and responsive financial services.
The session will cover:
Regulatory developments across Europe, including the UK’s Consumer Duty
Practical challenges in implementing vulnerability-sensitive practices
The role of financial advice in navigating complex personal and legal situations
How digital tools can help firms identify and support vulnerable clients
Opportunities to harmonise standards and promote trust across borders
Chair: Edward Grant FPFS, Non-Executive Director, Personal Finance Society
Make it stand out
Andrew is the founder and managing director of MorganAsh. He is a highly successful entrepreneur who has taken an IT start-up through growth and profitability to successful acquisition and floated a private computer games company on the London Stock Exchange. Andrew is a structural engineer graduate, previously a Chartered Structural Engineer, and holds an MBA from Sheffield Business School. He is a recognised consumer vulnerability specialist and champion, is the driving force behind the award-winning consumer vulnerability management tool, MARS – adopted in the financial services, credit and utilities sectors.