Fair Treatment of 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 Fair Treatment of 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 may be vulnerable and why
Identify signs and triggers of vulnerability
Know how your safeguards vulnerable customers
Take appropriate action to safeguard vulnerable people
Handle disclosures effectively with industry-approved tools
Learn how to meet data protection requirements

Course outline

Introduction

Recognising Vulnerability

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

Who is Vulnerable?

- Coronavirus and vulnerability
- You decide: Recognising the drivers
- Actual versus potential vulnerability
- You decide: Who is vulnerable?
- Vulnerability and 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

Employee Responsibility

- Best practice: Do & Don't
- Handling disclosures

A More Flexible Approach

- Scenario: Jakub's account

Data Protection Requirements

- Involvement of third parties

Summary

Affirmation

Assessment

Sample Course Pages

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.

Test-Out

Ability to offer optional test-out, whereby users can choose to skip the course content and complete the learning assignment simply bypassing the assessment.

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.

Tailoring

Fully customisable on Skillcast Portal CMS.

Translation

Pre-translated versions not available, but all text content can be exported for translation into all languages.

Localisation

Based on UK legislation, but suitable for global audiences upon the removal of UK-specific references and translation as necessary.