Consumer Duty: How to consider the vulnerable client's experience

Research breaks down ideas and tactics advice firms can implement

Hope William-Smith
clock • 1 min read

With the Consumer Duty deadline less than 70 days away customer-experience lead businesses are being called on to accurately consider the experience of vulnerable clients they may have.

Research published today (22 May) by user experience consultancy Bold Insight notes how the design of a product or service being provided by firms should be influenced to accommodate a diverse range of clients. For advice firms that may service physically disabled or impaired clients, it suggested firms could include specific accommodations to demonstrate they are meeting the Financial Conduct Authority's objectives. This should include firms demonstrating they are able to cater communications for those with impairments such as colour blindness, it stated. The research also stresse...

To continue reading this article...

Join Professional Adviser

  • Unlimited access to real-time news, industry insights and market intelligence.
  • Stay ahead of the curve with spotlights on emerging trends and technologies
  • Receive breaking news stories straight to your inbox in the daily newsletters.
  • Make smart business decisions with the latest developments in regulation, investing retirement and protection.
  • Members-only access to the editor’s weekly Friday commentary
  • 
 Be the first to hear about our events and awards programmes.

Join

 

Already a Professional Adviser member?

Login

More on Consumer Duty

Industry Voice: Consumer Duty products and services — building blocks for demonstrating value

Industry Voice: Consumer Duty products and services — building blocks for demonstrating value

Ryan Medlock, Senior Investment Development Manager at Royal London, looks at the Consumer Duty Products and Services outcome.

Ryan Medlock, Senior Investment Development Manager at Royal London
clock 01 June 2023 • 4 min read
Threesixty debuts interactive Consumer Duty e-learning course

Threesixty debuts interactive Consumer Duty e-learning course

Educational offerings targets regulated firms and starts from £25

Hope William-Smith
clock 24 May 2023 • 1 min read
Chris Davies

Proof of value: Seven steps to comply with Consumer Duty

'This was always going to be a big challenge for adviser firms'

Chris Davies
clock 22 May 2023 • 5 min read