Vulnerable Customer Audit Checklist
A step-by-step guide to analysing the strengths of your organisation, as well as gaps in provision, when it comes to meeting the needs of vulnerable customers.
This document guides you through all of the main points for consideration:
- Understanding vulnerability in your client base
- Vulnerable customer policy
- The customer journey
- Access to technology
- Compliments and complaints
- Communication with customers
- Skills and capabilities of staff
- Audit review and action plan
Having completed the checklist, you should have a clear idea of what is in place. You will be able to identify the strengths of your organisation in terms of serving vulnerable customers, in addition to gaps in provision, especially in the skills and capabilities of front-facing staff.
In terms of evidencing progress, the completed audit can serve as a benchmark from which positive developments can be compared.
This guide has been prepared in line with the Financial Conduct Authority’s ‘Guidance for Firms on the Fair Treatment of Vulnerable Customers’
Vulnerable Customer Audit is available as a downloadable PDF and Word document.
You will receive both versions upon purchase.
PDF Product Details
File size: 392KB
Print Length: 14 Pages (A4)