Dealing with Vulnerable Customers – It’s time for firms to make a practical shift


Our September Bitesize Compliance update webinar will focus on the FCA’s recently issued major consultation and guidance (GC20/3) on how they expect firms to treat vulnerable customers (including small businesses). They make it clear that the market needs to sit up and take notice of this. They say “it is time for firms to make a practical shift” and “We expect the fair treatment of vulnerable consumers to be taken seriously by firms, and embedded into their culture, policies and processes throughout the whole consumer journey”

Furthermore, they say “Firms can expect us to ask them to demonstrate the actions they have taken to ensure their staff have the right skills and capability to respond to the needs of vulnerable customers”

The session will cover :

  • Why the FCA GC20/3 Guidance consultation has been issued (29th July 2020) Finalised guidance expected Winter 2020
  • An Overview of the FCA expectations
  • A look at what firms need to do and some practical tips
  • The benefits of getting this right to the firm and to Vulnerable customers
  • Consequences of not taking this seriously

Who should attend: Senior managers, those with prescribed responsibilities and those who have a responsibility for the delivery and implementation on the Vulnerable Customers GC20/3 Guidance/consultation paper including Training, Sales and Monitoring and Customer Service etc . Please ensure you pass this invite onto the right people within your organisation.

Date:  4th September 2020

Time: 10.00am (the session will last approximately1 hour)

Delivery: Via Zoom (Details will be sent to you once you have booked your place)

Speaker:  Adrian Golifer (Create Solutions Consultant)

Adrian has over 30 years’ experience in financial services compliance, risk management and regulation. Adrian has worked for the FCA for many years, supervising an extensive range of firms including those in the General Insurance Industry and has first-hand experience of consumer credit and claims management firms.

To book: please contact with the names of the delegates.

The session is limited to 3 people per firms  (However if you would like more contact us and we will look to see if we can accommodate you)

If you are unable to attend once you have booked please let us know in advance so we can give your place to someone else.

There is no charge for this session for Create Solutions clients. We are providing these in place of our face to face workshops, to help keep you updated on important topics during these time of change.

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