A recent survey carried out by the Financial Conduct Authority (FCA) identified that 53% of adults had characteristics of vulnerability, some long-lasting and others transient. As a business, we’ve had an active internal programme of support for vulnerable customers for many years, and we have aligned this with the FCA guidelines.
Customers may have different needs; for example, a customer who is visually impaired may ask us to provide an annual statement in braille, whereas a customer recently bereaved may need more time when speaking with us and when making decisions. We ensure our products and services meet the needs of all our customers and we remove as many barriers as we can. This is also a topic that emphasises the importance of corporate social responsibility (CSR).
What does customer care mean for us?
We recently published a podcast episode where our retirement colleagues shared more about the work they do to support our customers. For example, Dan shared an uplifting story about supporting a customer who was facing bereavement and loneliness. He arranged for her to receive flowers and also pointed her to support services that she may find useful. This was a moving example of why inclusion is important and how Dan made a positive impact on a customer in need of support.
The episode also described how the team also take part in relevant CSR activity, for example, visiting a local retirement home or volunteering on a support phone line.
What is our vulnerable customer toolkit?
Our toolkit is a resource for colleagues to help them support each other, and also customers if they require additional support or find themselves in a challenging situation. It’s aligned with the and shares tips on help and advice available externally.
Our toolkit is a resource for colleagues to help them support our customers if they require additional support or find themselves in a challenging situation. It’s aligned with the FCA guidance on how to support customers. The toolkit is a living document, with great signposting to organisations like the RVS, Dementia Friends and more, which allow our people to reference the right support services to our customers based on their individual needs.
