fbpx

Vulnerability Form

Customer 1 Name
Customer 2 Name
Adviser Name
Date
Assessment
Question Assessment
Has the customer suffered any major life event in the past 12 months?
Has the customer suffered any major health changes in the past 12 months?
Has the customer suffered any major financial changes in the past 12 months?
Is the customer showing any signs of not being able to understand the products (not concentrating, asking the same questions over and over)?
Is the customer unable to understand written and spoken English?
Is the customer showing any signs of impaired decision making? (EG: under pressure)
Is a third party doing all of the talking?
Was there anything throughout the appointment which you feel makes the customer vulnerable? (EG: showing signs of a change of character/acting differently etc.)
Actions Taken Following Assessment - Reacting to Customers' Needs

Tips on dealing with vulnerability

  • Have you offered a third party to be present?
  • If there is a possibility the customer is being coerced - have you spoken with the customer alone?
  • Have you offered the customer more time to think?
  • Have you considered different ways to communicate (EG large print/audio recording of the documents)
  • Check the customer's understanding of the Products by:
    • Asking open questions
    • Ask what their understanding of the Products are
    • Asking them to re-confirm why they want the Products
Close Icon
Leave your Feedback
Tell us about your experience

    This form collects your name and email so that we can add you to our database. Please view our privacy policy to see how we protect and manage your data.