Managing consumer vulnerability to meet regulations

In moments of personal vulnerability, such as bereavement, divorce, illness, or financial hardship, insufficient service quality and limited support can significantly affect consumer trust in financial institutions. Recognising and responding to these vulnerabilities is increasingly seen as a cornerstone of responsible financial service delivery across Europe. Regulators in several Member States and in the UK are introducing frameworks aimed at rebuilding trust by improving how firms identify and respond to consumer vulnerabilities.

In this webinar, Andrew examined emerging European best practices, highlights red flags that advisers and firms should recognise, and discussed how technology can support more inclusive and responsive financial services.

Learning objectives:

• Regulatory developments across Europe, including the UK’s Consumer Duty
• Practical challenges in implementing vulnerability-sensitive practices
• The role of financial advice in navigating complex personal and legal situations
• How digital tools can help firms identify and support vulnerable clients
• Opportunities to harmonise standards and promote trust across borders

Duration: 48 minutes