Customer vulnerability workshop
Understanding what the FCA’s customer vulnerability requirements mean in practice
An introduction to customer vulnerability
This workshop provides an overview of the core concepts and essential topics of customer vulnerability, for regulated firms which need to comply with Consumer Duty.
Aim: To introduce stakeholders to the core concepts to manage vulnerable customers, in order to meet the FCA’s regulatory requirements.
Audience: Senior and operation managers who are responsible for customer vulnerability management and/or Consumer Duty.
Duration: 2–4 hours
Location: Firms’ offices, face-to-face
Fee: £800 + VAT (fully redeemable against MARS licence fees)
Topics covered include:
An introduction to the FCA’s requirements on customer vulnerability within the Consumer Duty regulations.
A review of the firm’s current customer vulnerability progress.
An exploration and review of any gaps in the present approach.
Particular focus on the FCA’s key areas on customer vulnerability data and views across the value chain.
Outcomes:
A stronger, clearer understanding of the FCA’s customer vulnerability requirements and how these should be implemented.
An understanding of any gaps in the firm’s present approach, with an exploration of how these might be addressed.
An understanding of the data and systems needed to meet these requirements.