Quilter has launched three features which financial advisers can use to help support vulnerable clients.
Advisers can now inform Quilter via its investment platform of any additional needs a client has, such as the need to be spoken to in a slower fashion on the phone.
Quilter said this makes “the service more tailored to the customer”.
It has also unveiled a customer facing ‘additional needs’ online support tool for those who wish to explore additional support.
The tool gives clients who suffer from dementia, a serious illness, a bereavement, dyslexia, hearing loss or being a carer extra assistance.
A ‘tell us once’ service, also forms part of the support to vulnerable clients, meaning a client only needs to tell one part of Quilter for the entire business to know additional support is needed.
Quilter added this tool helps advisers in managing any additional needs their clients may have.
Its commercial proposition director Jenny Davidson said: “Vulnerability and additional needs can come in all shapes and sizes. From a medical diagnosis to challenging personal and financial circumstances, customers may need specific help at different times of their lives. As such, it is important that these things are captured properly and the service they receive can be tailored appropriately.
“Investment platforms can play a key role in helping those with additional requirements manage their finances and as such we wanted to better understand the needs of our customers. The introduction of the ‘notify us’ enhancement and ‘tell us once’ initiative will help us to get a clearer picture of what our customers need and help us and their adviser to be more proactive in supporting them.
“Consumer Duty has shone a spotlight on customer support in our industry and it is vital we look for enhancements that can be made to protect good outcomes. These sorts of initiatives can make a huge difference for someone when they need to interact with us and we want to make it as easy and seamless as possible for them.”
