Support that sees the whole person
Every customer has a story. For some, later life lending is a step towards new plans. For others, it comes at a time of change, challenge or uncertainty. What they share is a need for support they can trust. Vulnerability is not a fixed label. It can be temporary, it can change, and it can last. Health, life events, money worries and how confident someone feels can all shape the care they need.
What the guide covers
The publication explains what the Financial Conduct Authority expects of firms, including the Consumer Duty and fair treatment of customers in vulnerable circumstances. It sets out four drivers of vulnerability: health, life events, resilience and capability. It then offers practical ways to identify, record and respond, so people are given time, plain language and a real choice.
If you are thinking about equity release, Safe Steps is the standard of care the Council expects from the firms that support you. The interactive guide lives on its own site. It opens with a foreword from Kelly Melville-Kelly, Director of Risk, Policy and Compliance, and continues through the chapters firms can use with their teams.
