Monitoring and Evaluation Guidance
This document focuses on three stages in the customer journey, along with customer feedback, to assess and evaluate changes to the outcomes for vulnerable customers.
Designed to be used regularly to monitor and evaluate your vulnerable customer strategy and performance delivery to inform continuous improvement.
This document guides you through all of the main points for consideration:
- Vulnerable customer policy
- The customer journey
- Access to technology
- Skills and capabilities of staff
- Community involvement
- Service improvements
- Action plan
This document also includes an employee and customer questionnaire to increase understanding and inform progress and ongoing change requirements.
This guide has been prepared in line with the Financial Conduct Authority’s ‘Guidance for Firms on the Fair Treatment of Vulnerable Customers’
Monitoring and Evaluation Guidance is available as a downloadable PDF and Word document.
You will receive both versions upon purchase.
PDF Product Details
File size: 318KB
Print Length: 15 Pages (A4)