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What is a vulnerable customer?
A vulnerable consumer [is] someone who, due to their personal circumstances, is especially susceptible to detriment, particularly when a firm is not acting with appropriate levels of care
four key drivers of vulnerability
health, life events, resilience( low income) , capability (lack of knowledge)
What is CONC 1?
Application and purpose and guidance on financial difficulties.
What is CONC 2?
Conduct of business standards: general - all providers are expected to treat their customers fairly and not mislead them.
What is CONC 7?
Arrears, default and recovery (including repossessions) - This section states that providers must have effective and appropriate policies and procedures for dealing with customers whose accounts fall into arrears and must treat customers fairly and reasonably.
What is TEXAS
Thank
explain
explicit consent
ask
signpost
What is IDEA
impact
duration
experience
assistance
What is CARERS
check
avoid
Reassure
explain
record
summerize
Note 
Flashcard (40)