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Questions and Answers
Which of the following characteristics could make an individual vulnerable?
Which of the following characteristics could make an individual vulnerable?
What types of situations could make an individual vulnerable in terms of stress or financial shock?
What types of situations could make an individual vulnerable in terms of stress or financial shock?
Which of the following could indicate a general vulnerability in an individual?
Which of the following could indicate a general vulnerability in an individual?
What types of biases are present in the target market?
What types of biases are present in the target market?
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How would the company adapt its services for customers with hearing or visual impairment?
How would the company adapt its services for customers with hearing or visual impairment?
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What would the company do to support customers with mental health conditions or loss of capacity?
What would the company do to support customers with mental health conditions or loss of capacity?
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How would the company assist customers who are over-indebted or have erratic income?
How would the company assist customers who are over-indebted or have erratic income?
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What would the company do to adapt its service for customers experiencing relationship breakdown, bereavement, stress, or anxiety?
What would the company do to adapt its service for customers experiencing relationship breakdown, bereavement, stress, or anxiety?
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Where can the company find resources and support material for vulnerable customers?
Where can the company find resources and support material for vulnerable customers?
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Does the company offer incentives or cashbacks to clients?
Does the company offer incentives or cashbacks to clients?
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Study Notes
Vulnerable Persons Policy
- The aim of this policy is to outline the practice and procedures for staff to contribute to the prevention of detriment to clients who find themselves in vulnerable circumstances.
Definition of Vulnerability
- The Financial Conduct Authority (FCA) defines a vulnerable consumer as someone who, due to their personal circumstances, is especially susceptible to detriment, particularly when a firm is not acting with appropriate levels of care.
- Vulnerability can occur in various ways, including permanent, temporary, or sporadic situations, and may not be recognized by the individual.
Identifying Vulnerable Clients
- Vulnerable clients may include those with:
- Mental capacity deficiencies, including mental illness and dementia
- Stress or financial shock, such as employment concerns, bereavement, or marital/relationship difficulties
- Physical impairments that may not allow them to engage with automated or standard process requirements
- Severe and long-term illness, including life-limiting or recovery-expected conditions
- Little or no financial experience or access to mainstream financial services
- Low income or existing distressed financial situation
- Responsibilities for others, such as carers or acting as power of attorney
- No access to the internet or other digital media
- Poor language skills
- General vulnerability due to age (e.g., clients aged 75 and over or 18 and under)
Assessment and Management of Risk
- Vulnerability does not automatically mean a client is unsuitable for advice and services.
- When engaging with a vulnerable consumer, staff will:
- Provide additional opportunities for the client to ask questions
- Continuously seek confirmation of understanding
- Ask if there is anybody with them who can assist, and offer the opportunity to have a family member or friend present
- Refer to another firm or third party if necessary
Reviewing Outcomes
- The firm will monitor for trends and understand how vulnerable characteristics may change over time.
- A 'client vulnerability record form' will be used to capture management information.
- The firm will review its vulnerable persons policy periodically to ensure consistency and adherence.
Rights and Responsibilities
- The firm's responsibilities include:
- Abiding by the FCA's principles and rules
- Ensuring staff are aware of and trained to identify and deal with vulnerable clients
- Supporting individuals in relation to identified risk and vulnerability
- Providing means of reporting instances of vulnerable clients
- Employees' responsibilities include:
- Being familiar with the policy and procedures
- Taking appropriate action in line with the policy
- Reporting instances of vulnerable clients
Client Evaluation
- All clients will be assessed against the following criteria:
- Actively seeking to encourage disclosure about potential vulnerability
- Ensuring the approach taken is accurately reflected in business records
- Considering whether to discuss the approach with colleagues/other professionals
- Gathering sufficient details to support the advice and using additional questioning where appropriate
- Considering any unusual aspects, such as undue influence from others
- Understanding who the client is and the extent of the instructions needed
- Setting a list of questions to check client memory recollection, where appropriate
- Confirming any change in circumstances that might lead to vulnerability
Appendix 1: Target Market and Customer Base
- The firm has considered the characteristics of vulnerability likely to be present in its target market and customer base, including staff training and awareness, and the likelihood of dealing with consumers who are in a vulnerable position or have characteristics of vulnerability.
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