The Level team recently embarked on independent vulnerable customer training provided by The Money Advice Trust (assured by City & Guilds), with the objective of improving the way in which we are identifying, understanding and supporting customers in vulnerable situations.
The Financial Conduct Authority (FCA) defines vulnerability as “A vulnerable customer is someone who, due to their personal circumstances, is especially susceptible to harm, particularly when a firm is not acting with appropriate levels of care.”
There are many drivers of vulnerability including health conditions, life events (such as bereavement or relationship breakdown), capability and resilience. Understanding these drivers and the harm that these individuals may be susceptible to, is crucial if we are to effectively address our customers' needs.
Our team gained valuable insights into the practical steps we can take to support our customers effectively. From identifying signs of vulnerability, effective engagement techniques and the various ways in which the company can support individual needs. The training also equipped us with invaluable tools to navigate sensitive situations with empathy and professionalism.
By investing in vulnerable customer training, we are not just meeting regulatory requirements; we are reaffirming Level’s commitment to providing the very best service to all of our clients.
All members of the Level team have received a digital credential from City & Guilds demonstrating their completion of the course.
Thank you to the team at The Money Advice Trust for such an informative day.
