Vulnerability Assessment Tool
Professional vulnerability assessment tool based on FCA guidance for the fair treatment of vulnerable customers. Our secure, web-based platform helps you identify and support vulnerable customers in line with Consumer Duty requirements.
Vulnerability Support Checker
Proportionate controls and adjustments for customers in vulnerable circumstances
Professional Vulnerability Assessment
Comprehensive tool for identifying and supporting vulnerable customers
FCA Aligned Framework
13-question assessment aligned with official FCA guidance FG21/1
Consumer Duty Ready
Supports compliance with Consumer Duty vulnerable customer requirements
Secure & Private
Multi-tenant architecture with organization-level data isolation
Analytics & Reporting
Built-in analytics and reporting capabilities for your assessments
How the Assessment Works
Structured framework for identifying vulnerable customers
13-Question Framework
Structured questionnaire covering all FCA vulnerability indicators
- Health conditions and disabilities
- Life events and circumstances
- Resilience factors
- Capability assessments
Analysis & Results
Comprehensive analysis of vulnerability factors
- Vulnerability scoring
- Risk categorization
- Support recommendations
- Action tracking
Secure Storage
Safe, isolated data storage for your organization
- Organization-level isolation
- Secure data encryption
- Access controls
- Audit trails
Based on FCA Guidance FG21/1
Our tool implements the FCA's official framework for identifying and supporting vulnerable customers
Important: This tool provides guidance based on FCA publications and is not a substitute for professional judgement
Free Professional Tool
Access our vulnerability assessment platform at no charge
Ready to Get Started?
Launch the vulnerability assessment tool or contact us for implementation support
Frequently Asked Questions
What are the four drivers of customer vulnerability?
The FCA's guidance FG21/1 identifies four drivers: health (conditions affecting day-to-day activities), life events (bereavement, job loss, relationship breakdown), resilience (low ability to withstand financial or emotional shocks), and capability (low knowledge, confidence, or digital skills). Any customer can become vulnerable at any time.
How should firms support vulnerable customers?
Firms should understand the needs of their target market, ensure staff can recognise and respond to vulnerability, offer practical adjustments, and monitor outcomes to check vulnerable customers get results as good as other customers - a core expectation under both FG21/1 and Consumer Duty.
What is FG21/1?
FG21/1 is the FCA's finalised guidance on the fair treatment of vulnerable customers. It sets out what firms should do to understand vulnerability, embed it in culture and processes, and evidence that vulnerable customers experience outcomes as good as everyone else.
Why This Tool Exists
The FCA's Financial Lives Survey found that 47% of UK adults show characteristics of vulnerability. Under the Consumer Duty, firms must demonstrate they are delivering good outcomes for vulnerable customers — not just identifying them. Most firms have vulnerability policies that exist on paper but fail in practice: frontline staff lack training, identification is ad hoc, and there is no MI to show outcomes are actually improving. This tool provides a structured vulnerability assessment framework.
Who This Tool Is For
Frontline staff
Using a structured framework to identify and record customer vulnerability indicators
Compliance officers
Assessing the firm's vulnerability framework against FG21/1 and Consumer Duty requirements
Training managers
Identifying gaps in staff vulnerability awareness and building targeted training programmes
Board members
Understanding vulnerability MI and evidence requirements for board reporting
How to Use This Tool
Assess against the four drivers
Evaluate your framework against the FCA's four vulnerability drivers: health, life events, resilience, and capability.
Check your processes
Review how your firm identifies, records, acts on, and monitors vulnerability across the customer journey.
Review gaps and actions
Receive prioritised recommendations covering policy, training, systems, MI, and board reporting requirements.
Common Mistakes This Tool Prevents
Treating vulnerability as a binary flag rather than a spectrum that changes over time
How this tool helps: Uses the FCA's four-driver model to assess vulnerability as a nuanced, dynamic characteristic
Relying on customers to self-identify as vulnerable
How this tool helps: Provides proactive identification frameworks that don't depend on customer disclosure
Identifying vulnerability but not adjusting the service or product accordingly
How this tool helps: Links identification to specific actions and adjustments required for each vulnerability type
Not tracking outcomes for vulnerable customers separately from the general population
How this tool helps: Generates MI requirements specifically for vulnerable customer outcome monitoring
Related Guidance
Need Vulnerability Framework Support?
We can design your vulnerability policy, train frontline staff, implement recording systems, build MI dashboards, and prepare board-level vulnerability reporting — all aligned with FG21/1 and the Consumer Duty.
Need Help with Vulnerable Customer Compliance?
Our regulatory experts can help you implement comprehensive vulnerable customer frameworks
📞 Phone: 0330 133 0811
📧 Email: contact@memaconsultants.com