Dealing with Vulnerable Customers - Its time for firms to make a practical shift

This is a "must" for everyone, but particularly senior managers, those with prescribed responsibilities and those who have a responsibility for the delivery and implementation on the Vulnerable Customers GC20/3 Guidance/consultation paper including Training, Sales and Monitoring and Customer Service etc .

Presentation slides may be downloaded below:

This webinar will focus on the FCA’s recently issued major consultation and guidance (GC20/3) on how they expect firms to treat vulnerable customers (including small businesses).

They make it clear that the market needs to sit up and take notice of this. They say “it is time for firms to make a practical shift” and “We expect the fair treatment of vulnerable consumers to be taken seriously by firms, and embedded into their culture, policies and processes throughout the whole consumer journey”

Furthermore, they say “Firms can expect us to ask them to demonstrate the actions they have taken to ensure their staff have the right skills and capability to respond to the needs of vulnerable customers”.

This webinar will enable participants to gain a greater understanding of:

• Why the FCA GC20/3 Guidance consultation has been issued (29^th July 2020) Finalised guidance expected Winter 2020
• The FCA expectations
• What firms need to do with some practical tips
• The benefits of getting this right to the firm and to Vulnerable customers
• The consequences of not taking this seriously

Hear from someone who worked for the FCA for 13 years. Adrian has over 30 years’ experience in financial services compliance, risk management and regulation. Adrian left the FCA where for many years he work supervising an extensive range of firms including those in the General Insurance Industry and he has first-hand experience of consumer credit and claims management firms.

Please book your place online, webinar joining instructions will be provided within your confirmation email.

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