Two-fifths (39 per cent) of later life advisers feel more ‘in-depth’ vulnerability training is needed to meet the requirements of clients.
According to More2Life’s bi-annual vulnerability report, an overwhelming majority of advisers (97 per cent) felt it was “very important” to be conscious and develop an understanding of client vulnerabilities.
Just one in eight advisers said it was “easy to spot a vulnerable client” highlighting not only how seriously they viewed the issue but also the need for access to new or expanded resources.
Before the consumer duty deadline, advisers predicted the new regulations would affect current wisdom on managing vulnerable customers in several ways.
Notable impacts included enhanced scrutiny around good outcomes (28 per cent), clearer documentation of the process (26 per cent), and expectation around more regular post-sales contact from both the adviser and the lender (13 per cent).
Over half of the 300 surveyed advisers felt education and training on supporting vulnerable clients significantly improved in the past year, which is more than double the 22 per cent of advisers who reported the same conclusion in 2021.
Just 21 per cent of the survey respondents felt that current levels of training in the sector were sufficient, giving clear guidance to the industry on the need for more education.
Ben Waugh, managing director at More2Life, said: “While lenders, platforms and networks are being proactive in providing training and information, it is vital that our industry keeps pace with this evolving issue.
“Close collaboration is paramount to ensure that the most vulnerable customers receive swift and effective support in a challenging economic environment, and knowledge is key.”
Almost a third of clients were identified as vulnerable due to pressures stemming from the cost-of-living crisis.
However, for the majority the common root causes were either longer term challenges or unrelated to the current economic turmoil – namely large interest-only mortgages (43 per cent) or the various impacts of living to an advanced age (42 per cent).
Waugh said:“Access to a wider range of training will empower advisers in the new regulatory environment.
“Educational resources such as learning modules on client vulnerability will equip advisers to both identify vulnerability and provide bespoke support on a case-by-case basis.
“Not to mention, the most prepared advisers will be able to seamlessly adjust to the new consumer duty regulations and provide thorough evidence of compliance when it comes to vulnerability.”
sonia.rach@ft.com
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