Andy Harrison, Vulnerable Consumers Lead at Fidelity International, shares how the investment and pensions company identifies and supports vulnerable customers.
In this fireside chat, Martin Hill-Wilson asked the following questions:
- What do we mean by vulnerable customers?
- Why is it important to make this distinction? Shouldn’t treating customers fairly and providing good outcomes apply to all customers?
- How can we make sure people have the right skills to support customers in complex situations?
- As we move more and more towards online processing, and the efficiencies this brings, does this exclude vulnerable groups from accessing products and services?
- Is it unfair to label someone as vulnerable?
- Can vulnerability be used as a buzz word to get special treatment?
- How does the Consumer Duty change the focus around vulnerable customers?