Once a vulnerable customer has been identified, what should be done next? What are a firm’s obligations—is it sufficient simply to “tick the box” to confirm that a vulnerable person has been identified, or is further action required?

This webinar looks at the need to monitor customers’ vulnerabilities over time, often in the context of the lifecycle of a product. Few vulnerabilities remain entirely unchanged. Some are transient, some progress, and some can be addressed or resolve themselves. At the same time, individuals may acquire new characteristics of vulnerability.

This webinar explores the need for a consistent approach to communicating customer vulnerabilities. In this webinar, we break down these challenges and show how organisations can move beyond subjective descriptions to a robust, objective, and consistent means of communication.

This webinar looks at the ways in which organisations can identify their vulnerable customers—the first step in managing and supporting them.

This webinar is for financial advisers, wealth managers, insurance brokers, intermediaries and mortgage brokers. Firms face a range of challenges when it comes to evidencing vulnerable customers. While most advisers/brokers understand their client’s personal situation, they lack the systems and structure to record this in a consistent manner.

We’re honoured to be joined by Vanessa Riboloni, Head of Research and Insight at the CII, and the driving force behind a new initiative to help insurance and financial planning firms to translate Consumer Duty’s principle-based regulations into practical actions and a concrete strategy.

This webinar is for those working in the debt sector of financial services. Debt firms operate in a space where every client is, probably, financially vulnerable. There is a need to understand the full picture of a customer’s situation – especially when vulnerabilities are complex, layered, or go unspoken.

We look at how one company, which works in the debt-management space, manages its vulnerable customers on a day-to-day basis – taking the FCA’s principle-based Consumer Duty and turning it into practice. 

Maintaining accurate and up-to-date vulnerable customer data is a challenge. Over time, databases naturally degrade, with information becoming outdated because of life events like address changes, marital status shifts, or death. This decay is critical for vulnerable customers. Missing or incorrect data can lead to a loss of contact, potentially resulting in preventable harm and a failure to provide necessary support.

This webinar explores the intersection of Consumer Duty and GDPR, focusing on the data storage and privacy issues businesses must navigate to be compliant. We will explore the key challenges firms face in managing vulnerable customer data, discussing the types of data that need to be stored, and the permissions required.

The FCA has repeatedly stated that the Consumer Duty is not a once-and-done exercise. Therefore, firms need to maintain an ongoing cultural focus on the Duty, and even transform their culture to improve the outcomes customers receive.

Chris Warburton of RO-AR interviews Andrew Gething from MorganAsh. RO-AP helps people to find, explore and illuminate topics in the risk operations space, connecting people across the industry. 

In many ways, communications are where the ‘rubber hits the road’ for vulnerable customers. Even for those who are reasonably literate and numerate, financial services product information can be a challenge – so, for those who are not, it can easily lead to bad outcomes or harms.

MorganAsh’s managing director, Andrew Gething, joined LV= to talk about finding care for family and loved ones in their later life.  They were joined by Andrew Gething from MorganAsh, who shared how CareNavigator can be used to help vulnerable clients navigate their way through the complexities of the adult social care system. 

The FCA’s recent review of board reports identified some key areas for improvement, especially when it comes to outcome reporting. Other reviews this year are likely to reinforce these requirements and highlight other shortcomings.

As firms begin to identify their vulnerable customers, the repeated sharing of this information has become a significant pain point for vulnerable customers. Imagine – you’re already vulnerable and yet you have to repeat yourself to every firm. This webinar examines how sharing data can reduce this friction and improve the customers’ lives.

In its July 2024 research report, Which? identified some serious shortcomings in the insurance claims process. In this webinar, we were joined by Alastair Reed, from Which? and protection specialist Alan Knowles, who helped us unpick the findings from this damning report.

This webinar features Meg Kirby, founder of LegaCare, discussing the severe impact of ‘bad outcomes’ on vulnerable customers through powerful case studies. Johnny Timpson OBE adds broader insights. 

AI is being heralded as a silver bullet for many issues – and customer vulnerability is no exception. But how real is that assumption? Where is the technology now and what role can it play in identifying and managing vulnerable customers?

This webinar looks at how prioritising customer vulnerability can be a key component of an organisation’s success. In today’s competitive environment, addressing customer vulnerability is not just a regulatory requirement but also a business opportunity.