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Vulnerability Support Checker

Proportionate controls and adjustments for customers in vulnerable circumstances

Aligned with FG21/1 (Vulnerability Guidance) and PRIN 2A (Consumer Duty)

Select all that apply (can select multiple)

The FCA's four drivers of vulnerability: Health, Life Events, Resilience, and Capability. These can intersect and change over time. Firms must identify, record, and respond appropriately.

About the Vulnerability Support Checker

The FCA estimates that 50% of UK adults have characteristics of vulnerability. Under the Consumer Duty, firms must take reasonable steps to identify and support vulnerable customers to achieve good outcomes.

The FCA defines four key drivers of vulnerability:

  • Health: Physical or mental health conditions, severe or terminal illness
  • Life Events: Bereavement, job loss, relationship breakdown, caring responsibilities
  • Resilience: Low income, over-indebtedness, low or no savings
  • Capability: Low literacy/numeracy, poor financial knowledge, learning difficulties

These drivers can intersect and change over time. This tool helps you identify appropriate adjustments and support mechanisms at different stages of the customer journey.

Key Principles for Supporting Vulnerable Customers

  • • Identify: Proactively ask and record (with consent) vulnerability indicators
  • • Respond: Make reasonable adjustments to communication, processes, and decisions
  • • Monitor: Track outcomes by vulnerability segment to ensure fair treatment
  • • Train: Equip staff to recognize and respond appropriately to vulnerability
  • • Govern: Report vulnerability MI to board and take action on poor outcomes

Need Vulnerability Framework Implementation?

We can help you design and implement comprehensive vulnerability frameworks, train staff, and build MI reporting aligned with FCA expectations.

Book Free Consultation →