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FLA launches project to assist members dealing with vulnerable customers PDF Print E-mail
Thursday, 11 February 2016

The Finance & Leasing Association (FLA) has begun a programme of work to help its members identify and support vulnerable customers.

FLA members already work hard in what is a notoriously difficult area of customer service. The plan is to create an information hub to capture and share good practice across the industry, including topics like Powers of Attorney and Data Protection.

Fiona Hoyle, Head of Consumer and Mortgage Finance at the FLA, said: “Sharing best practice will spread the knowledge of successful ways of identifying and serving vulnerable customers, and will support our members as they develop their own programmes.

“The project will also allow FLA members access to case studies covering a broad range of subjects, including how the Financial Ombudsman Service approaches vulnerability.”

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