Dashboard
Vulnerable Customer Management Overview
Total Vulnerable Customers
1,247
Active Alerts
89
Avg Response Time
2.3h
Compliance Score
94%
Recent Vulnerability Alerts
Sarah Mitchell
Financial difficulty disclosed
2 minutes ago
James Rodriguez
Mental health support needed
15 minutes ago
Emma Thompson
Bereavement support required
1 hour ago
Support Actions Required
Payment Plan Review
Customer ID: 10478
Breathing Space Request
Customer ID: 10523
External Referral
Customer ID: 10389
Customers
Manage and track vulnerable customer profiles
| Customer | Vulnerability Status | Risk Level | Last Contact | Case Manager | Actions |
|---|---|---|---|---|---|
|
SM
Sarah Mitchell
sarah.mitchell@email.com
|
Financial Difficulty
|
High | 2 min ago | Vera Swaine | |
|
JR
James Rodriguez
james.rodriguez@email.com
|
Mental Health
|
Medium | 15 min ago | Lisa Chen | |
|
ET
Emma Thompson
emma.thompson@email.com
|
Bereavement
|
Low | 1 hour ago | Mark Wilson |
Vulnerability Alerts
Real-time monitoring and alert management
Critical Alerts
12
Medium Priority
27
Low Priority
50
Live Alert Feed
Financial difficulty disclosed via phone call
Source: Phone • 2 minutes ago
Mental health support needed - web form submission
Source: Web Form • 15 minutes ago
Bereavement support required - email disclosure
Source: Email • 1 hour ago
Support Actions
Manage intervention workflows and case tracking
Pending Actions
23
In Progress
45
Completed
127
Overdue
8
Quick Action Templates
Assess and adjust payment schedules
Temporary payment pause
Connect with support services
Active Support Cases
| Customer | Action Type | Status | Due Date | Assigned To | Actions |
|---|---|---|---|---|---|
| Sarah Mitchell | Payment Plan Review | Pending | Today | Vera Swaine | |
| James Rodriguez | External Referral | Active | Tomorrow | Lisa Chen |
Compliance
FCA Consumer Duty and regulatory oversight
Overall Compliance Score
94%
Policy Adherence
98%
Response Time
89%
FCA Consumer Duty Requirements
Fair Treatment Implementation
All vulnerable customers receiving appropriate support
Tailored Communication
Communication adapted to customer needs
Response Time Standards
Some cases exceeding 24-hour response requirement
Staff Training Status
| Staff Member | Vulnerability Training | FCA Compliance | Last Updated | Status |
|---|---|---|---|---|
| Vera Swaine | Certified | Current | Last week | Active |
| Lisa Chen | Certified | Renewal Due | 2 weeks ago | Action Required |
Audit Trail
Comprehensive logging and documentation system
Activity Timeline
Customer Record Accessed
Sarah Mitchell (ID: 10478) - Viewed vulnerability status
Vera Swaine
2 minutes ago
Support Action Created
Payment plan review initiated for customer ID: 10523
Lisa Chen
15 minutes ago
Vulnerability Status Updated
Customer ID: 10389 - Status changed from Low to Medium
Mark Wilson
1 hour ago
System Alert Generated
High-priority vulnerability alert for customer ID: 10478
System
2 hours ago
Compliance Reports
Automated reporting and analytics for regulatory compliance
Generate Reports
Comprehensive monthly compliance summary
Detailed vulnerability patterns and trends
Complete audit trail and compliance log
Recent Reports
| Report Name | Type | Generated | Status | Actions |
|---|---|---|---|---|
| FCA Monthly Report - November 2024 | Monthly Summary | 2024-11-01 | Complete | |
| Vulnerability Trends Analysis | Analytics | 2024-10-28 | Complete | |
| Quarterly Audit Report | Audit Trail | 2024-10-25 | Processing |
FCA Metrics
Regulatory performance dashboard and analytics
Fair Treatment Score
96%
Response Time SLA
89%
Customer Satisfaction
92%
Resolution Rate
87%