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ICA Masterclass Series - Vulnerable Customers


Cost to ICA Members - £200 +VAT (Non-Members - £250 +VAT)

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To take advantage of our member rates click here for further information 


Isle of Man, 12th November 2019

Time: 6:00pm - 8:00pm (Registration from 5:30pm)

Venue: Comis Hotel, Mount Murray Dr, Douglas IM4 2HT

Speaker: David Jackman

Title: Are you more vulnerable because of your vulnerable customers? 

Aimed at anyone working in an FCA regulated environment who wants to better understand their obligations in terms of conduct and outcomes. In particular: 

  • Compliance staff in all retail firms 
  • Customer facing staff 
  • Operations managers and supervisors of operations areas 
  • Risk departments 
  • ICA graduates 

Course Overview:

Regulators everywhere increasingly focus on impact and outcome. We hear the words but often don’t know what they mean in practice. One area where they are becoming more specific and directive is how retail firms of all types deal with vulnerable customers. 

In this exclusive ICA Masterclass, you will evaluate: 

  • Why vulnerable customers is the new ‘hot’ topic for regulators 
  • What constitutes a vulnerable customer and how your firm can demonstrate they are being identified correctly and treated well (particularly in light of the recent FCA Paper GC19/3) 
  • What systems and controls your firm needs to put in place including extra customer due diligence, a deeper understanding of customer needs, enhanced engagement and new methods of recording, responding and reporting 
  • How staff training needs to reflect these evolving challenges 
  • How and why senior management need to recognise their responsibilities in role profiles in light of SM&CR 
  • What challenges and opportunities the future holds  

Why should you attend? 

  • Sense check your approach - take a litmus test of your firm’s overall compliance maturity. 
  • Keep your Board engaged - this is a topic that boards need to grasp as a part of their direct responsibility and compliance will need to have answers. 
  • Avoid having ‘gap’ in your next visit  this is a key area of focus for the regulator and a ‘fail ‘would be a worrying shortcoming. 
  • Connect with your customers and staff - earn trust and build your firm’s reputation. Employees also see this as a way to develop connections with the wider community improving retention and morale. 



Refreshments will be provided and there will be an opportunity to network with your fellow members after the presentations.

Help and support

Alternatively contact us on +44(0)121 362 7534 / studentservices@int-comp.org (Qualifications)
or +44(0)121 362 7747 / membership@int-comp.org (Membership)