Recognising Vulnerable Customers
Wed 14 Apr
|MS Teams
Two new training sessions to help organisations recognise all types of vulnerability and make reasonable adjustments to deliver fair outcomes for all.
Time & Location
14 Apr 2021, 14:00 – 16:00
MS Teams
About the Event
Session 1: Recognising Vulnerable Customers
14 April 2021 | 14:00-16:00 | Zoom
How to Recognise Vulnerability within Your Customers
This session begins by looking at how vulnerability can be defined, examining a range of industry body definitions including those of the Financial Conduct Authority and OFCOM and how closely these definitions align to the attendee’s organisational definitions or practices. We consider how a vulnerable circumstance may arise and the impact those circumstances may have on a consumer in their decision-making, action taking and representing their views. The session includes two practical exercises in which the group discover vulnerable circumstances and how they might encounter them in their day-to-day lives, both at home and at work. Attendees will discover that anyone may find themselves in a vulnerable circumstance at any stage in their lives, and we may encounter them much more regularly than anticipated or realised.
Objectives of the session:
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