Identifying and supporting customers with mental capacity limitations
Mental capacity limitations can result in customers having significant problems with understanding, remembering, and evaluating information about credit products they are applying for, as well as communicating a decision about this.
Where not identified, these can result in detriment including borrowing, lending and contracts that result in ‘later downstream’ financial difficulty and problem debt.
This course covers practical steps and actions you can take to identify and support customers with mental capacity limitations (and other decision-making difficulties) during credit applications.
Aim: To enable those working with customers in the financial services sector to identify and provide the appropriate support to customers with a mental capacity limitation.
Who is it for? This course is designed for those working in financial organisations such as mortgage and loan advisers who regularly come into contact with customers.
- Virtual classroom
- E Learning
- Key factors that may impact on vulnerability and categories of vulnerability
- Statutory principles under the Mental Capacity Act, including which individuals may act in a legal capacity for the person in debt
- The TEXAS protocol for handling disclosure of sensitive personal information
- The four points of the Compass technique as a tool for understanding the significance of the vulnerability presented
- Different pathways for debtors to obtain free, independent, money advice
Benefits to you
- Improve your reputation as a responsible organisation that treats customers fairly
- Gain the skills, tools and confidence to handle customers in vulnerable circumstances fairly and consistently
- Improve your debt recovery rates and broken repayment arrangements, and minimise the likelihood of additional costs
- Meet your legal and regulatory responsibilities under the Mental Capacity Act and Data Protection Act
- Supports all parts of your business (lending, customer service, fraud, retention, collections and digital)