Vulnerability – Changing Perceptions

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If ever there was a time to focus on how we improve the experience and outcomes for the most vulnerable, surely now is that time. The FCA have said that they want doing the right thing for vulnerable customers to be deeply embedded into firms. Whilst we’ve been socially-distanced, new guidance has been issued. What can we learn from recent experience and the regulator’s latest thinking in this area?

There are some fundamental initial steps that need to be adopted in a crisis, especially with the most vulnerable. However, this should be accompanied by a deeper understanding of the vulnerability ‘triggers’ that need to be revisited. These can easily be exacerbated by the recent pandemic and it is important that we capture what has been learned and the positive ways in which firms have responded so far.

The whole point of the vulnerability agenda is to build a genuine culture that will promote good outcomes to consumers. It’s important that we respond to the current needs of clients, but also establish practices that can be developed over the long-term.

By attending this session, you will be able to:

• Identify the initial steps in working with vulnerable clients

• Recognise the key themes of vulnerability and how they are relevant in a major crisis

• Review the key steps from the FCA’s guidance on consumer vulnerability

• Discover how to develop skills and capability in this area

Karl Steadman is a Retirement and Later Life Specialist at Just. Karl shares his knowledge of the retirement and later life markets with intermediaries through the delivery of high quality presentations and workshops, both face to face and online!

He has over 24 years’ experience in financial services, working as an adviser and with product providers. Karl joined Just in 2009. Over the last 12 years, Karl has gained in-depth experience of the retirement income, lifetime mortgages and care markets.