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The FCA best practice guidance on vulnerability (July 2020) has intensified expectations on PIMFA member firms to accurately assess whether they are treating vulnerable consumers fairly. The FCA interim CEO Chris Woolard commented that whilst they “see many examples of good practice” they are “aware of cases where vulnerability is either not considered by firms or positively exploited for gain” before warning firms that the FCA “will not hesitate to step in where others do not.”
The regulator’s recent announcement alongside the updated Financial Lives Survey is a reminder to PIMFA member firms to not just review and update their policy on vulnerability but build a vulnerable-centric approach framework that improves the way firms handle customer vulnerability.
This practical live online learning session underpinned by PIMFA member guidance on vulnerability and delivered by an experienced senior practitioner will help your firm review your current approach to vulnerability in light of COVID-19 and recent regulatory announcements
By attending this live online learning session, you will learn how to:
• Interpret what the FCA’s latest guidance on vulnerability means for your firm
• Grasp the full extent of your regulatory obligations on vulnerability in light of COVID-19
• Adopt the strategies and approaches leading firms take to developing and embedding a vulnerable-centric approach
• Embed a culture that consistently supports vulnerable clients better than you do today
• Adapt your firm’s products, services and processes towards the fair treatment of vulnerable clients
• Critique, review and audit your approach to vulnerability measuring how well you serve vulnerable clients
Meet your Trainer:
Caroline Wells – Customer Experience Expert
As a pioneer of accessible and inclusive customer service, Caroline has worked with people in and around financial services for over 25 years. Along the way, Caroline has led teams to win coveted awards, including Public Service Organisation of the Year, Top 100 Index, Leaders in Diversity, and was shortlisted for the National Centre for Diversity’s Most Inspirational Individual Award in 2017. Having also played a significant role at the Financial Ombudsman Service in customer experience and outreach work, Caroline Wells is now applying her customer service and complaints handling expertise as a member of the Trust’s training and consultancy team.