MorganAsh webinar: Overcoming the challenges of managing vulnerable customers in financial advice and wealth management
Thursday 27 November 2025 – 2:00pm
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These sessions are designed to deliver advice and practical solutions to meet the customer vulnerability guidance provided. Attendees should already have a broad understanding of customer vulnerability.
WEBINAR CONTENT
Overcoming the challenges of managing vulnerable customers in financial advice and wealth management
Thursday 27 November 2025
This webinar is for financial advisers, wealth managers, insurance brokers, intermediaries and mortgage brokers.
Firms face a range of challenges when it comes to evidencing vulnerable customers. While most advisers/brokers understand their client’s personal situation, they lack the systems and structure to record this in a consistent manner. Many people don’t proactively disclose their vulnerabilities – which is often assumed to be down to stigma, fear, or simply not recognising their own situation. Equally, it can be uncomfortable for some to ask personal or sensitive questions, so there is a natural fear of awkward interactions, and it’s easy to miss relevant but hidden vulnerabilities.
Individual assessments can be highly subjective, relying on individual judgement that can vary widely. While training can help, it is typically costly, time-consuming, and still may not fully prepare you for the wide range of circumstances you might encounter.
When someone identifies a vulnerability, there is often uncertainty about what support to offer and how to tailor advice appropriately. All of this unfolds under growing regulatory pressure, with firms expected to consistently show evidence that they are delivering good outcomes for vulnerable clients, further raising the stakes for getting it right.
Yes, this can be complex, but many firms aren’t just getting to grips with customer vulnerability – they are turning it to their advantage.
This webinar looks at how firms can accurately identify their vulnerable customers. It demonstrates how customers willingly disclose vulnerability information when assessments are structured and framed correctly. We examine how to manage customer vulnerability over time, how to offer support when a vulnerability is identified, and how to instantly obtain detailed management information to help your business – or to provide to the regulator.
We look at the specific challenges for your sector – and show how firms are already overcoming these.
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A group for those who are implementing changes to meet regulations and guidance on vulnerable customers (such as the FCA’s Consumer Duty and Ofcom’s consumer vulnerability protections).
MorganAsh is an expert provider of support services for organisations in the financial services and utilities industries. We combine bespoke technology with professional healthcare expertise to deliver a unique range of services, with a particular focus on FCA Consumer Duty, Ofgem and vulnerability compliance, proactive well-being and financial services support solutions.
MorganAsh supports the Consumer Duty Alliance and the Vulnerability Registration Service.