Identify and flag
Mark cases where a customer shows signs of vulnerability, at the point the advice is submitted.
Review & oversight
Extra care, on the record.
Closer review for cases involving vulnerable customers, and a record of the extra care taken.
What it does.
Closer review
Route flagged cases to more experienced reviewers, with additional checks applied.
Evidenced care
A record of how vulnerability was identified and handled, ready for a Consumer Duty review.
Why it matters
A standing regulator priority. Fair treatment of vulnerable customers is a constant FCA focus and a core part of Consumer Duty. The record makes the extra care visible and provable.