Consumer Support

Upon request by an intermediary, we can assist in providing bespoke support for their clients through a variety of channels to suit (where applicable), paying particular attention to customers with vulnerable characteristics. We understand that all customers are at risk of becoming vulnerable and therefore we have ensured that recognising vulnerable characteristics and accommodating them accordingly is embedded in our Customer Support.

To ensure that we continue to provide good outcomes for customers with vulnerable characteristics, we have:

• Understood the needs of our target market
• Tailored our products, customer service and communications to the needs of individuals with vulnerable characteristics
• Put in place tools to monitor and assess how we are meeting and responding to the needs of customers with characteristics of vulnerability, and making improvements where this is not happening.

We, the manufacturer, have a joint obligation with you, the intermediary, to identify characteristics of vulnerability in clients  and share as appropriate with the other party, as and when identified. To ensure that we provide a service that is tailored and meets the needs of our vulnerable clients and/or those with vulnerable characteristics.

For more information on information sharing for advisers please see here.