Vulnerable Customers
Protecting vulnerable people is a key priority for the FCA to ensure that consumers are protected - let us check that you are on track.
Vulnerability is high on the FCA’s agenda and it is so important that firms can demonstrate they are meeting the regulatory requirements if asked
Create Solutions have been helping firms for many years implement policies and procedures and providing training and consultancy on this important aspect of the regulations.
General insurance firms should have Customer and Staff Vulnerability firmly on their board agendas and senior managers and staff able to explain what FCA’s requirements.
Many firms have made great progress in this area , however firms have benefitted from having an external organisation like ourselves, review what they have in place to ensure it is fit for purpose, it is embedded and it is effective.(Is it providing the right outcomes?)
Please speak to us if you are looking for help in this area or want reassurance that you are on track. We can explain how we work with firms in this area.
We provide :
Training sessions for senior managers and team leaders on understanding the regulator requirements
Training sessions for front line staff to be able to understand what a Vulnerable customer is, what the characteristics are and how to actually deal with them .
We help firms design their policies and procedures and give guidance on all aspects of the customer journey. The journey will include some of the following:
- Oversight and controls
- Policies and procedures
- Responsibilities
- Product and service design
- Understanding customer needs
- Skills and capability of staff
- Customer touch points
- Customer service
- Communications
- Complaints
- Monitoring and evaluation
- Recording
- Relevant Management information
- Outcome testing
Contact us for a no obligation chat about how we can help you.
Speak to Karen Shenton: karen@createsolutions.co.uk Tel 07808 905363 Office: 0161 870 6637
We have used the services of Create Solutions for a number of years, and the team are always on hand to provide the necessary guidance, whether in relation to minor day to day queries, changes to our business which require notification to the regulator, or adapting our business to accommodate the significant regulatory changes which have impacted on us over the past couple of years. The ongoing programme of training/workshops provide further invaluable support for the business and our staff
Over the last 10 years, Mike Cranny and the team at Create Solutions have provided an invaluable service on a wide range of compliance issues which we face in our day to day business operations. With so many legislative changes taking shape in the wider UK insurance market, I would recommend anyone who is in need of guidance to seek out their advice.
Create Solutions are our constant in the ever changing world of FCA regulation. Fifteen years ago, they took the time to understand our business to enable them to provide the practical and proportionate solutions we needed to ensure our compliance and they have continued to deliver all our compliance needs ever since. Their patience, professionalism and knowledge is all delivered with genuine friendliness and enthusiasm. They make the world of compliance less painful and remain a pleasure to deal with.
We have been using Create Solutions for several years and find the services they are offer are invaluable to our busy brokerage. The Workout modules 1 & 2 tick all the boxes for staff training, not to mention helping towards CPD. With the changes in regulations over the past couple of years they have made the process easy to understand and to implement both through their workshops and additional help. Would highly recommend to any brokerage, their team are always available offering help and assistant.
We have used the services of Create Solutions for many years and the support we receive is invaluable to our business. There are times when we just need guidance to a relatively small query or more complicated situations such a change of Director within the company. Whatever is needed Create Solutions work with us to find the answers. They truly understand the complexities of the FCA and how this needs managing within a busy brokerage. I would recommend them to any broker as they reduce the worry of compliance and nothing is ever too much trouble.
Internal changes over the last twelve months led us to engage with the full service offered from Create Solutions. Their immediate compliance assistance, update on regulatory matters and training courses/ workshops over the year have been invaluable to us as a business in this ever changing regulatory environment. From a personal point of view, without having Create at the end of the phone for the last twelve months , I can’t imagine the additional work it would have caused me.
In the midst of increasing regulatory change, we took the decision to engage with Create over 2 years ago. Since then they have, provided quality compliance support to us when we need it, continually kept us informed of regulatory matters that we need to be aware of and have also helped us to establish a more solid compliance framework for the future. Pro-active compliance is their business…