RFS

Doing the Right Thing for Vulnerable Customers

James Nethercott
05/11/2020 by

There is little doubt that the number of UK adults who could be identified as vulnerable customers will rise due to the COVID-19 Pandemic.

Financial services firms must look closely at how they are managing vulnerable customers to ensure that they have the right processes in place and that their people have the right skills to perform effectively.

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Outcome Testing

Outcome Testing

Objectively testing customer outcomes reveals gaps in policies and procedures that can become costly and cause reputational damage.
Complaints Management

Complaints Management

Managing complaints effectively is critical in delivering a good customer experience and high on the regulatory agenda.
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Remediation

Reviewing past customer cases must be done with high standards of customer care, ensuring fair outcomes and good conduct.
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Project Management

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