Vulnerability Strategy Checklist

Vulnerability Strategy Checklist

Vulnerability Strategy Checklist

Vulnerability Strategy Checklist

This document provides an overview of the necessary steps that organisations must embrace to comply with the Financial Conduct Authority (FCA) Guidance of the Fair Treatment of Vulnerable Customers.

The checklist is divided into the following sections:

  • Awareness & Understanding
  • Skills & Capabilities of Staff
  • Product & Service Design
  • Customer Service
  • Communications
  • Monitoring & Evaluation

Whether governed by the FCA or not, use this document to check if your organisation is providing a positive experience for vulnerable customers and identify gaps in service provision.

Download for free

Got a question about this resource? Send us a message now.

Embedding good practice into your organisation doesn’t have to be a headache.

Our downloadable resources are designed and developed as practical tools to support you and your team in the fair treatment of your vulnerable customers.

Our resources include strategic documents to support compliance and training activities to build awareness of vulnerable circumstances. These offer a valuable point of reference during communications with vulnerable customers and support consistency in customer service.

Embedding good practice into your organisation doesn’t have to be a headache. Our downloadable resources are designed and developed as practical tools to support you and your team in the fair treatment of your vulnerable customers.

Our resources include strategic documents to support compliance and training activities to build awareness of vulnerable circumstances. These offer a valuable point of reference during communications with vulnerable customers and support consistency in customer service.

At a glance.

This document provides an overview of the necessary steps that organisations must embrace to comply with the Financial Conduct Authority (FCA) Guidance of the Fair Treatment of Vulnerable Customers.

The checklist is divided into the following sections:

  • Awareness & Understanding
  • Skills & Capabilities of Staff
  • Product & Service Design
  • Customer Service
  • Communications
  • Monitoring & Evaluation

Whether governed by the FCA or not, use this document to check if your organisation is providing a positive experience for vulnerable customers and identify gaps in service provision.

Download for free

Got a question about this resource? Send us a message.

Browse more useful resources.

You may also like…

Employee Skills Questionnaire

Assess your team’s current level of knowledge and confidence in identifying and responding to vulnerabilities.
Download for free
Add to basket

Signposting Resource

An essential resource which highlights external organisations that can be contacted when a customer discloses a specific situation or personal circumstance.
Download for free
Add to basket

Guide to Accessing Digital Services

A useful guide for ensuring your services remain accessible to all, as digital technology is embraced.
Download for free
Add to basket

Quick Guide Bundle

Our ultimate collection of guides to support your employees when responding to difficult or sensitive customer disclosures.
£99.00 excl. VAT
Add to basket

Vulnerability Focus Group Guide

Supports the process of setting up, running and actioning a vulnerable customer focus group.
Download for free
Add to basket
Send us a message.