The Intermediary – December 2025 - Flipbook - Page 73
P RO T E C T I O N
Opinion
erability systems
Customer
vulnerability is complex,
dynamic, and changes
over time”
it ensures that firms remain alert –
particularly if systems can prompt for
scheduled reviews based on risk and
product type.
Fourth is meaningful reporting –
aggregating data across vulnerability
cohorts and trends over time to
recognise gaps in identification,
outcomes and the effectiveness of
intervention. Combine this with the
final point – a clear audit trail – and
these key components can put that
vital intelligence in the hands of
firms to ensure that reporting and
compliance isn’t a mad scramble or a
shot in the dark.
Seizing the opportunity
This checklist is not made of up ‘niceto-haves’, but essential components
for any customer vulnerability
management system that is
genuinely up to the task. While it
may all sound onerous, leveraging
the right technology enables firms
to streamline processes, drive
efficiencies and unlock significant
intelligence – transforming customer
vulnerability from being just a
compliance commitment into a
strategic opportunity.
For too long, the conversation has
been all about the stick, rather than
the carrot. Through our own platform
MARS, we have seen first-hand that
businesses have embedded the Duty’s
principles, embraced the technology
and are reaping the commercial
benefits. With this checklist, there is
no reason why more firms shouldn’t
join them on this journey. ●
December 2025 | The Intermediary
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