If you are facing challenges or have critical questions regarding the support of vulnerable customers, download our free Q&A e-guide today. This resource will assist your firm in enhancing its compliance and risk management strategies.
What is this resource?
In collaboration with FWD Consulting, MorganAsh, and the Collaboration Network, Elephants Don’t Forget have created this free comprehensive Q&A e-guide that offers answers to the most pressing questions about applying and embedding the FCA’s requirements on customer vulnerability within firms. We engaged with over 600 senior industry professionals to collate their most pressing questions about customer vulnerability and Consumer Duty, resulting in over 200+ questions being submitted by your peers.
Examples of submitted questions and key learning outcomes include:
“What MI is expected to be collected and reviewed in order to be successfully supporting vulnerable customers?” – Compliance Officer
Key learning outcomes from this question explored in the guide:
- How can firms effectively compare outcomes for vulnerable customers to those of non-vulnerable customers?
- What key metrics should firms track to understand the impact of vulnerability on their customers?
- How can firms measure long-term outcomes?
- What role can surveys play in understanding customer outcomes and the experiences of vulnerable cohorts?
- How can benchmarking be used to improve the understanding and management of customer vulnerability?
- How does the requirement to comply with the Equalities Act intersect with the monitoring of customer vulnerability?
“What are the different methods of identifying and monitoring vulnerable customers?” – Head of Risk & Governance
Key learning outcomes from this question explored in the guide:
- How can firms effectively assess the prevalence of vulnerabilities across their entire target market?
- What are the different methods for identifying vulnerable customers at the individual level?
- What are the limitations of current data sources in identifying vulnerabilities?
- How effective are “direct” methods (e.g., asking consumers directly) in identifying vulnerabilities?
- What is the difference between proactive and reactive methods for identifying vulnerable customers?
- What are some examples of reactive approaches to identifying vulnerable customers?
- Why is it crucial for firms to utilise multiple methods for identifying vulnerable customers throughout the customer journey?
- What are the potential consequences of relying on a limited number of identification methods?
“How can we identify how many of our customers are vulnerable?” – Compliance Manager
Key learning outcomes from this question explored in the guide:
- How can firms effectively identify vulnerable consumers within their customer base?
- What is the most cost-effective and reliable method for identifying vulnerable consumers?
- What are the most appropriate customer engagement opportunities for vulnerability assessments?
- How can firms effectively engage with customers to assess vulnerability without disrupting the customer experience or appearing intrusive?
- What types of vulnerabilities can be identified through direct customer engagement?
- How can firms address the concerns of disrupting sales or appearing invasive during vulnerability assessments?
Download Our Comprehensive Guide…
Ready to enhance your approach to identifying and supporting vulnerable customers? Download our full guide: Customer Vulnerability: Your Questions Answered
With 10 chapters covering crucial areas such as data, MI & systems, risk management, outcome measurement, and customer support, and in-depth discussions on topics ranging from meeting the FCA’s expectations to identifying vulnerable individuals and implementing effective support strategies, this e-guide is one of the most comprehensive resources available for navigating the complexities of supporting vulnerable customers.