We have followed the FCA’s suggested guidance regarding training sessions by organising external training carried out by our Compliance provider every May for all staff. This is designed to achieve a level of vulnerability knowledge specific to later life and other financial planning areas within the firm.
We suggest clients use Scam Smart
to avoid investment, pension and online trading scams.
We will try and use language in recommendation reports that is more suitable to a vulnerable client and where relevant will make documents available in different formats.
Our website is designed specifically to be user friendly and also includes our Care Services Guide and new video explaining the Appointment process. In addition, the appointment letter will offer vulnerable clients the opportunity to have their own trusted person present at the meeting.
We are continuing to send feedback forms out to clients to monitor if our service standards have remained consistent during the pandemic. We also encourage vulnerable clients to contact us if they feel we should be doing something better or simply want to reach out.