Fair Treatment of Vulnerable Customers 2022
This course is designed for all staff who may come into contact with vulnerable customers, and those who design FS products and services. If you want to purchase the training for larger teams, please contact robert.bell@rbcompliance.co.uk.
01
Welcome!
How to complete this training
02
History
The FCA and vulnerability
Protocols - Download
03
Identifying vulnerable customers - what does vulnerable mean?
Defining Vulnerability - Key Points
Drivers of vulnerability
Next
Four Drivers Quiz
Drivers of vulnerability - download
Spectrum Quiz
04
Why fair treatment is important
Video explanation
Regulatory Reasons
05
How to identify vulnerable customers
'CARE' protocol for identifying vulnerable customers
Identifying vulnerable customers - Test your learning
06
Recording Vulnerability
Recording Vulnerability Quiz
Consent - Golden Rule
07
Aims of the conversation
Why is 'how' we say things important?
Guiding the conversation
Guiding the conversation
08
Cause v Effect
Support options
Support solutions
Signposting - list of external support providers
10
Final Exam
Final Exam
Congratulations, you have completed your training