Customer Wellbeing Assessment

Customer 1 Name	Customer 2 Name
Adviser Name	Date	Insert Date

Assessment	Customer 1	Customer 2
Has the customer had any major life event in the past 12 months?	Select	Select
Has the customer had any major health changes in the past 12 months?	Select	Select
Has the customer had any major financial changes in the past 12 months?	Select	Select
Is the customer showing any signs of not been able to understand the products?	Select	Select
Is the customer unable to comprehend written and spoken English fully? (Consider if it is their second language)	Select	Select
Is the customer showing any signs of impaired decision making?	Select	Select
Is a third-party taking control in any way?	Select	Select
Was there anything throughout the appointment which in your view demonstrated characteristics of vulnerability?	Select	Select
If ‘Yes’ to any of the above the Customer should be considered as “Potentially Vulnerable” – Remember to document on Acre	Select	Select

Reacting to Customer Needs – Actions Taken Following Assessment
Please document the actions you have taken to further support this customer or your rationale as to why you are considering this customer as not potentially vulnerable following your assessment above

Tips on dealing with vulnerability
Have you offered a third-party or independent party to be present? If there is a possibility the customer is being coerced – have you spoken with the customer alone? Have you offered the customer more time to think or reach their decision? Have you considered different ways to communicate (EG large print/audio recording of the documents)	Check the customer’s understanding of the products by: Asking open questions Ask what their understanding of the products are Asking them to re-confirm why they want the products
Don’t forget all the additional resources you will find on The Right Vulnerability Hub