New TISA vulnerable customers help-sheet addresses hearing loss (October 2019)
TISA, the investing and saving membership alliance, has published the next in a series of Vulnerable Customers help-sheets on how firms can meet the needs of people living with hearing loss.
Published in association with the charity Action on Hearing Loss, the help-sheet provides a list of practical tips for administration staff to employ, designed to improve the experience of customers with hearing loss, whatever the level of severity. The help-sheet also contains recommendations for firms, including ensuring that where there is a face-to-face interaction with a customer a hearing loop is system is installed and working properly.
Figures show that one in six people across the population has an element of hearing loss and that this is set to grow to one in five over the course of the next 25 years.
Carol Knight, TISA Chief Operations Officer and Vulnerable Customers working group lead said:
“There is much that we can do to build a better understanding within financial services of the needs of those with vulnerabilities. The current FCA consultation on the fair treatment of vulnerable customers indicates that this is a key area for the regulator. We believe that protecting the vulnerable should sit at the heart of a firm’s operation and are pleased to be working with organisations like Action on Hearing Loss to raise awareness and provide support. Ultimately we hope to establish standards of good practice that can be adopted across the industry.”
Milton Rae, Field Sales Executive (National) for Action on Hearing Loss added:
“It’s great to see TISA taking a lead here. Hearing loss can lead to misunderstanding, frustration by not being able to access services and leave those living with it feeling undervalued. Firms can make a real difference just by following the simple tips highlighted in the help-sheet and I have been very encouraged by the response of TISA and its members.”
TISA’s vulnerable customers working group aims to raise awareness amongst financial services firms of the needs of vulnerable people, and the regulatory requirements. Previous help-sheets include addressing the needs of those with dyslexia and dyscalculia and on financial crime and the administration of Powers Of Attorney.
The hearing loss help-sheet can be viewed here:
Further tips from Action on Hearing Loss are available here
Ends….
Issued on behalf of TISA by Atlas Partners, for further information please contact:
Clara Rees Jones: telephone: 020 7183 7154 or 07523609413, email: clara.reesjones@atlas-partners.co.uk
Email: tisa@atlas-partners.co.uk