This webinar is intended to help advisers and firms provide the most effective support to vulnerable customers.
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?
What happens when someone needs support?
What are a firm’s obligations?
Many firms use signposting—but does it work?
Who decides what support is needed and when it is offered?
Support can take many forms, from tailoring communications to assist those with specific vulnerabilities (such as blindness or dyslexia) to providing immediate or specialist help for issues such as addiction
How do you respond to a customer who is living with, or has survived, economic abuse?
What does “good support” look like? We examine some best-practice examples.
What to do in more extreme circumstances
What if a customer has support needs and you are concerned this may affect a sale?
How do you check and record whether offered support has been taken up and whether it was effective?
Privacy and GDPR considerations
We briefly touch on how providing support, monitoring its uptake, and tracking changes in the severity of vulnerability should be included in reporting outcomes—the topic of our next webinar.
Emma Gibbons
Emma is the vulnerability lead at PayPlan. Emma is passionate about supporting all clients but works even harder to make sure that those with vulnerabilities never slip through the net. Emma is responsible for implementing the company’s vulnerable customer policy across all elements of the business, including internal vulnerable client training and the supporting policies and procedures. Emma also delivers key external training to the free advice sector and creditor organisations on how to spot the signs of vulnerable clients and on debt and domestic abuse. Emma also sits on GamCare’s advisory panel to work to reduce gambling related harm across the industry.
Andrew Gething
Andrew is the founder and managing director of MorganAsh. He is a recognised consumer vulnerability specialist and champion, is the driving force behind the award-winning consumer vulnerability management tool, MARS.
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Next webinar
In our next webinar, scheduled for 25 June, we examine what good reporting looks like, including management information, board reports, and regulatory reporting requirements.