Evidencing the Fair Treatment of Vulnerable Customers 2024

Thursday 9th May, 2024

9 & 10 May, Zoom

Attendee Fees: Non-members: £535 (VAT Exempt), Members: £385 (VAT Exempt)

Time: 09:30 - 12:30

Duration: 3 hours

COURSE DETAILS

Please note, this course is split into two parts and runs over two consecutive days.

Total duration: 6 hours
Timings: 2 x 3 hour sessions on consecutive days

Part 1: 9th May | 9.30 – 12.30 (3 hours) | Part 2: 10th May | 9.30 – 12.30 (3 hours)

The important thing is to recognise genuine need.

Join us for this informative online course. You’ll be given the tips and resources you need to introduce a compassionate strategy and meet the specific needs of your customers.

COURSE OVERVIEW

Understand the regulatory journey to the current environment and expectation.
Recognise the signs and signals of a vulnerable client
Introduce the tools to encourage the disclosure of vulnerability
Bring conversations to successful conclusions
Implement a robust framework
Protect your vulnerable customers from further distress
Avoid reputational damage and financial penalties

Agenda

Skills and Knowledge required
Best practices – models to enable discussion
Practical actions to help vulnerable customers
Governance and reasonable steps

Trainer

This session will be delivered by Stephen Fairclough.

Having begun working in financial services in 1993, Stephen is well placed to support you across a range of training and consultancy activities. He is a former Head of Education for HSBC covering the UK and Europe, responsible for regulatory and financial crime related compliance learning, Other roles range from advising retail customers in high-street branches, to Senior Vice President responsible for Global Risk & Compliance training at a US-based bank. He also worked in the Insurance Firms division at the Financial Conduct Authority (in the FSA days) where he was the divisional expert for the rules and outcomes required under the Training & Competence handbook. Stephen won the Thomson Reuters award for “Most Effective Compliance Training at a Regulated Firm” in 2010.

Stephen has worked with retail, commercial, wholesale and private banking channels and brings examples from these into his training delivery.