What is a vulnerable customer?

A vulnerable consumer is defined as:

“Somebody who, due to their personal circumstances, is especially susceptible to harm, particularly when a firm is not acting with appropriate levels of care”. Source: FCA’s Guidance for firms on the fair treatment of vulnerable customers

Protecting vulnerable customers in the financial services industry

The financial services industry has a responsibility to take extra care with customers who experience vulnerability. This is outlined in the National Consumer Credit Protection Act 2009 (Cth) (NCCP Act), which describes the requirements for Responsible Lending Conduct.

Our online course covers

  • how to help deliver quality services to vulnerable clients as an employee, contractor or agent
  • what your obligations are in respect of vulnerable clients
  • how to assist in increasing client satisfaction with the services we provide and lessen the risk of non-compliance which might otherwise lead to loss.

Need help finding the right course?

Talk with us to develop your training program.

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