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contact advisorExplains who may be classed as a ‘vulnerable customer’, and why this term makes an important contribution to treating customers fairly. It will also summarise the FCA’s developing guidance regarding vulnerable customers.
Vulnerable Customers
COURSE OVERVIEW
Vulnerable Customers Course. Regulation on vulnerable customers states while all customers should be treated fairly, not all customers are the same.
The FCA defines vulnerable customers as
“someone who, due to their personal circumstances, is especially susceptible to detriment, particularly when a firm is not acting with appropriate levels of care.”
Regulation on vulnerable customers acknowledges that, while all customers should be treated fairly, not all customers are the same.
This Customer Service Elearning Course has been designed to help explain what additional support vulnerable customers may need, and how firms can meet those needs through case studies and real-life examples. Learners will be assessed on their knowledge and understanding through a test at the end of the course.
Adjustments can be made to suit the needs of your company – please contact us for more information.
Course duration: this Customer Service Elearning Course should take around 30 minutes to complete. Learners can bookmark their progress before exiting the course and resume from that point.
Continuous Professional Development
This is a CPD Certified Elearning Course and counts as 30 minutes towards a learner’s annual CPD total.
https://www.fca.org.uk/publication/occasional-papers/occasional-paper-8-exec-summary.pdf
COURSE PARTS
This course is split into 4 parts:
Part 1
Part 2
Describes what firms and their staff need to do to ensure than the treatment of vulnerable customers is embedded into a firm’s culture. Examples are used to show good practices across a variety of financial firms.
Part 3
Demonstrates what happens if a firm does not act with appropriate levels of care to ensure that vulnerable customers are adequately protected. Consequences may impact customers, while the regulator may take action against the firm.
Part 4
Contains a multiple-choice knowledge test based on the course content.
COURSE FEATURES
Translation available
WCAG version available
Podcast
Add your own photography and policies
Customisation available, with bespoke scenarios
Downloadable workbook
Smartphone version
End of course certificate
CPD certified
Sector specific versions available
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