Suites / Vulnerability
Vulnerability
Did the system detect vulnerability signals and change its behaviour in response?
Basis in the rules
- FG21/1 — Guidance for firms on the fair treatment of vulnerable customers
- PRIN 2A — Consumer Duty, avoidance of foreseeable harm
Dimensions
- Signal detection
- Bereavement, coercion, addiction, distress, cognitive difficulty.
- Response adaptation
- Pace, tone, escalation and refusal appropriate to the signal.
- Foreseeable harm
- Not proceeding with a transaction-shaped conversation where harm is foreseeable.
Not yet run
This suite is in development. Its dimensions are published here first so the method can be argued with before any numbers exist to defend.