DOING WHAT’S RIGHT FOR THE CUSTOMERS

Regulators across just about every sector we are engaged in have made 'vulnerable customer' policy a priority and will continue to do so for the foreseeable future.

Ensuring that customers in vulnerable circumstances are protected and receive fair outcomes is not just a regulatory requirement, it’s a moral duty for firms supplying essential products and services. Doing your part for vulnerable customers also leads to continued customer advocacy and loyalty among customers.

But identifying customers in vulnerable circumstances – and taking action to support them – is not a simple matter. “Vulnerability” can be a permanent state (resulting from disability, for example) but it can also be a temporary state caused by one of life's many challenges.

Vulnerable support

A PROVEN TRACK RECORD

Huntswood has a long history in delivering projects that deliver fair outcomes for vulnerable customers. Our advisory expertise and operational finesse allow us to ensure that all of your customers receive the best service possible.

Huntswood can help your firm write the policies and governance strategy that underpin your approach to supporting customers in vulnerable circumstances. We then embed the systems and resource needed to monitor, respond to and protect those who most need it.

Transparent

SELF-ASSESSMENT

How does your firm stack up to the industry average? Are you delivering fair outcomes? How would you rate your ability to detect signs of vulnerability?

Use the Huntswood self-assessment tool to benchmark your firm’s performance today. It’s free, secure and simple to complete.

VULNERABILITY FRAMEWORK

Firms must ask themselves how they will ensure effective delivery of suitable outcomes in a way that engages senior management, is aligned to strategy, culture and business model, is tailored to the firm’s customers and ensures that the key benefits are delivered.

We can provide assurance on your firm's vulnerability framework, and even support in the creation of a whole new strategy that will be fit-for-purpose for years to come. 

RELATED PAGES

Collections and recoveries blue

Collections and Recoveries

Ensuring fair treatment of customers in financial difficulty

Customer contact resolution

Customer Contact and Resolution

Eliminate the contact centre queue and see customer satisfaction rise as a result

Customer servicing and experience excellence yellow

Customer Service and Experience

Take a customer-centric approach to business

Policy process and procedures

Policy, Process and Procedures

Getting the ‘nuts-and-bolts’ right will set your firm up for success

Latest Insights

Complaints outlook questions 2
Complaints

Your complaints questions answered – Part 2

'Complaints excellence' means understanding complaints inside and out – here, we tackle more of your questions

Cyber security board
Operational Resilience

Cyber Security in the Boardroom - an interview with Stephen Head

Gadhia Consultant Stephen Head says the Board needs to lead on cyber security

Cyber resilience
Operational Resilience

Cyber Security in the Boardroom - an interview with Mike Peckham

Gadhia Consultant Mike Peckham suggests staying 'cyber secure' is a matter of understanding the threat landscape

Finalised guidance insurance manufacturers distributors
General regulation

Regulatory Update: FG19 / 05 – Finalised Guidance for insurance product manufacturers and distributors

The FCA has released guidance for firms all along the GI distribution chain, reiterating the importance of governance and oversight

SIGN UP FOR REGULAR INSIGHT

Keeping up-to-date with the latest industry topics and regulatory issues can be quite time-consuming! 

Thankfully, our regulatory experts are here to help you stay on top of it all. Fill in the short form below to receive a monthly round-up of our insight, news and analysis.