Quilter has introduced three new features to its platform to support potentially vulnerable customers.
Financial advisers can now inform Quilter, via its investment platform, of additional customer needs so the service can be more tailored to the customer.
Quilter has also launched a new customer online support hub to help customers find the support on offer for people with additional needs.
The Financial Planner and wealth manager has also introduced a ‘tell us once’ service, meaning that when a customer tells one area of the business about any additional support that they need, this is recorded across Quilter’s businesses in which the customer holds a product or uses its services.
Quilter said the changes would enhance service for potentially vulnerable customers and help advisers manage additional needs their clients may have.
Jenny Davidson, commercial proposition director at Quilter, said: “Vulnerability and additional needs can come in all shapes and sizes. From a medical diagnosis to challenging personal and financial circumstances, customers may need specific help at different times of their lives. As such, it is important that these things are captured properly and the service they receive can be tailored appropriately.
“Investment platforms can play a key role in helping those with additional requirements manage their finances and as such we wanted to better understand the needs of our customers. The introduction of the ‘notify us’ enhancement and ‘tell us once’ initiative will help us to get a clearer picture of what our customers need and help us and their adviser to be more proactive in supporting them.
“Consumer Duty has shone a spotlight on customer support in our industry and it is vital we look for enhancements that can be made to protect good outcomes. These sorts of initiatives can make a huge difference for someone when they need to interact with us and we want to make it as easy and seamless as possible for them.”
