Webinar: Managing consumer vulnerability to meet regulations 2025

In this IIL financial planning webinar in association with the European Financial Planning Association, Andrew Gething explores how financial institutions can better manage consumer vulnerability, not only to meet regulatory expectations, but to deliver meaningful, empathetic service.

In moments of personal vulnerability, such as bereavement, divorce, illness, or financial hardship, insufficient service quality and limited support can significantly affect consumer trust in financial institutions. Recognising and responding to these vulnerabilities is increasingly seen as a cornerstone of responsible financial service delivery across Europe. Regulators in several Member States and in the UK are introducing frameworks aimed at rebuilding trust by improving how firms identify and respond to consumer vulnerabilities.

In this webinar, Andrew examines emerging European best practices, highlights red flags that advisers and firms should recognise, and discusses how technology can support more inclusive and responsive financial services.

Learning objectives

• Regulatory developments across Europe, including the UK’s Consumer Duty
• Practical challenges in implementing vulnerability-sensitive practices
• The role of financial advice in navigating complex personal and legal situations
• How digital tools can help firms identify and support vulnerable clients
• Opportunities to harmonise standards and promote trust across borders

Speakers

• Andrew Gething, Founder and managing director, MorganAsh
• Chair: Edward Grant FPFS, Non-Executive Director, Personal Finance Society