Module 6: Understanding Vulnerable Consumers (TCF)

Below is a video from the FCA in regards to Financial Services and Vulnerable Consumers

Be clear that information given from a vulnerable customer will be looked after, so that a customer knows they can disclose it to you and that the information will be looked after in an empathetic way. There needs to be trust on both sides. Be ready to provide the support that is needed. Supply the correct information, correct tools and provide people with the right support they need. If you or your organisation do not have the skills or ability to deliver that support then refer them to an organisation that does.

In summary you should want to look after your customers because it is the right thing to do, not because a regulatory authority enforces it.

Remember: If a customer requests some financial advice, keep the advice clear and appropriate to their circumstances

Thank you for taking this course

Have a refresher period before taking the final quiz, you must reach 65% or more to pass this quiz, if you do not reach 65% the quiz will automatically restart. Once you have passed you will have the option to download your certificate.

The certificate will also be available in the Certificates section on your dashboard.