Published by: Money Advice Trust
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Key Take Aways
Recognising the support needs of disabled and vulnerable consumers is critical for financial services to reduce harm and promote inclusivity.
Support encompasses any actions that facilitate access, understanding, and benefit from essential services, including communication adjustments, meeting arrangements, and accessibility in delivery channels.
The guide lists over 120 types of support needs, highlighting the breadth of adjustments required across different interaction points.
Person-centred support, reflecting individual variations in needs, is essential; assumptions based solely on groupings can be unhelpful.
Many support needs are common across different disabilities and circumstances, enabling services to design more inclusive offerings efficiently.
Multiple regulatory frameworks, including the Equality Act 2010 and mental capacity legislation, underpin the legal obligation to provide accessible support...
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