• Course
    Evidencing Fair Treatment of Vulnerable Customers (VCOL)
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Get this course in-house
Or call 0203 178 4230
or email info@fstp.co.uk today.

Course Overview

Fair treatment of vulnerable customers and financial inclusivity sit high on the FCA’s agenda – even more so as a result of the COVID-19 pandemic

Overzealous application of terms and conditions, or unclear explanation of services and products has seen several global companies make headlines for all the wrong reasons.
As a result of COVID-19 the size of the population of vulnerable customers has exploded in little or no time and there is even greater pressure placed on financial services to ensure that these individuals are treated fairly.

Exclusion, or detriment caused by poor, or inadequate treatment of vulnerable customers may lead to legal action, regulatory censure, financial penalties, Brand vilification and a shrinking customer base. Yet most firms lack a strategic approach to consumer vulnerability and financial inclusivity.
The important thing is to recognise genuine need. Join us for this informative online session. You’ll be given the tips and resources you need to introduce a compassionate strategy and meet the specific needs of your customers.
  • Recognise the signs and signals of a vulnerable client
  • Introduce the tools to encourage the disclosure of vulnerability
  • Bring conversations to successful conclusions
  • Implement a robust framework that prevents false claims
  • Protect your vulnerable customers from further distress
  • Avoid reputational damage and financial penalties


An introduction to customer vulnerability and financial inclusivity

  • Defining ‘vulnerable customer’ and  ‘financial inclusivity’
  • Identifying triggers and traits
  • Promoting good conduct through a Vulnerable Customer Policy

Engaging vulnerable customers and carers

  • A successful intervention – what it looks, sounds and feels like
  • You’ve identified a vulnerable customer or carer. What next?
  • Some useful tools and techniques for guiding your customer

Managing the process to outcome

  • Closing the loop to prevent the same issues arising again
  • Steps to ensure the individual has been treated fairly

Making change happen

  • Identifying the challenges and ways of overcoming them
  • Implementing a policy: next steps
  • Encouraging personal commitment
Get this course in-house

Or call 0203 178 4230 or email info@fstp.co.uk today.

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Meet The Tutor

Who is this course for?

'This training helped me understand better how to approach vulnerability and will be useful to design training courses internally.'

Head of Personal Loans
Finance and Leasing Firm

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