Good Outcomes for Vulnerable Customers

Companies have a legal obligation to identify the signs of vulnerability and ensure that vulnerable individuals are treated fairly.

The FCA defines a vulnerable person as someone who is susceptible to harm when a firm doesn't act with the appropriate level of care. Personal circumstances relating to health, life events, resilience and capability increase an individual's risk of vulnerability.

Our Good Outcomes for Vulnerable Customers Course will help your employees to better identify, understand and address the needs of those in vulnerable circumstances.

About this Course

Available as part of our FCA & Insurance Course Library.

Learning Objectives

This course will prepare your employees to:

Recognise who is vulnerable, and the different ways in which people may be vulnerable
Identify signs and triggers (eg in account performance or customer communications) that may indicate vulnerability
Understand and follow the measures that our Firm has adopted to safeguard customers who are vulnerable
Take appropriate action to safeguard vulnerable people
Handle disclosures more effectively in line with industry-approved tools
Know what information we can record and how to meet data protection requirements

Latest Course Updates

Course redesigned with a more modern feel
Course updated to incorporate the regulators' recent report for cost of living impact
Full review conducted by an FCA expert
Text & image updates throughout the course

Course outline

Introduction

Recognising Vulnerability

- Scenario 1: Sara's new friend
- Scale of vulnerability in the UK

Who is vulnerable?

- Cost-of-living crisis & vulnerability
- You decide: Recognising the drivers
- Actual versus potential vulnerability
- You decide: Who is vulnerable?
- Vulnerability & the spectrum of risk
- You decide: Gauging vulnerability
- Cases: In the news
- The consequences of vulnerability
- Our impact on vulnerable customers

Recognising customer vulnerability

- You decide: Is it a concern?
- Recognising the barriers

Ensuring fair treatment of vulnerable customers

Your responsibility

- Best practice
- Handling disclosures

A more flexible approach

- Scenario: Jakub's account

Data protection requirements

- Involvement of third parties

Summary

Affirmation

Assessment

Course Specifications

Structure

Approximately 30-minute long e-learning course followed by a 10-question assessment.

Audience

Suitable for all staff - examples and interactivities designed for staff at all levels. No previous knowledge or experience is required.

Design

SHARD-compliant, responsive display on all devices, accessibility on screen readers, visual design controlled via a client style sheet.

Compatibility

All Windows, Mac OSX, iOS, Android (Flash-free for mobile compatibility). AICC and SCORM 1.2-compliant, suitable for both hosted and deployed SCORM or AICC.