Supporting Clients and Colleagues: Insights from PFS North Scotland’s Vulnerability Event

Organised and delivered by PFS North Scotland in collaboration with the Insurance Institute of Perth and Dundee and CISI Scotland, the session highlighted the growing importance of better approaches to vulnerability across financial planning, insurance and wealth management.

Members heard from a range of speakers who shared practical insights and real-world experience in identifying and supporting vulnerability in client interactions. 

Sessions progressed from an overview of the CII's Managing Customer Vulnerability in Insurance and Personal Finance: A Practical Implementation Guide, across the FCA's four pillars of vulnerability (Health, Life Events, Resilience, and Capacity) and the ideas of intersectional and systemic vulnerability.  Participants also benefitted from practical examples shared by expert legal practitioners, alongside a panel session featuring some of the day's expert speakers.

Strong attendance and positive feedback reflected both the relevance of the topic and the value of bringing professionals together to share learning and experience.

The message of the day was clear; vulnerability should not be seen as binary but a spectrum, it can vary from day to day and week to week and our approach to supporting anyone, 

whether they are a colleague or a client, should reflect this. Put simply, we must see the person, and provide them with the support they need.

The event prompted thoughtful discussion and reinforced the profession’s role in delivering more inclusive and resilient client support and working environments.

For more information, contact Alan Whittle, Chair of the PFS North Scotland Committee