Vulnerability and lending: consumer decision making and credit products

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Financial services firms regulated by the Financial Conduct Authority (including all consumer credit
providers) are subject to the FCA’s guidance on vulnerable consumers. This is most clearly defined and
regulated in the Consumer Credit Sourcebook (CONC) and the Mortgages and Home Finance: Conduct of
Business Sourcebook (MCOB). This course, developed and delivered in partnership between the FLA and
the Money Advice Trust will explore the regulatory expectations on firms and best practice in supporting
vulnerable consumers.

By attending this session delegates will:
• Understand the role of decision-making in working with vulnerable consumers
• Understand relevant legislation and key regulatory responsibilities
• Consider the impact of the latest FCA publications in this space
• Consider a range of useful skills and techniques to encourage good practice by frontline staff

Who should attend?
• Frontline staff
• Specialist team members and/or “Vulnerability Champions”
• Supervisors or Team Leaders with specific responsibility for “vulnerable customers”
• Staff needing a refresh or update on the FCA’s approach
• Staff who support or indirectly support a vulnerable customer strategy

As part of a wider programme…
This course is complemented by the additional FLA and Money Advice Trust course:
• Vulnerability: FCA principles into practice (2nd October)


Event details

Event Date 11 Dec 19
Event Times 9.30 - 16.30
Event Venue Finance & Leasing Association
2nd Floor Imperial House 8 Kean Street
Event Price Members £558.00 inc VAT
Non members £750.00 inc VAT
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