How Lonsdale Services supports clients living in vulnerable circumstances
Thursday 25 November, 2021
All colleagues are committed to treating vulnerable clients as individuals, by being flexible in our approach to client communications and empathetic to any specific needs or client concerns. For more information read our Vulnerable Client Policy.
We educate clients before providing financial advice
Our investment philosophy focuses on educating clients before offering advice. Our mortgage brokers educate first-time buyers before providing mortgage advice and this is appreciated by clients as Lonsdale Mortgages has a Google 5* rating and excellent mortgage reviews. Similarly, our independent financial advisers put client interests first and have established long-term relationships with clients, including those living in vulnerable circumstances.
Vulnerable Client Group
We formed our Vulnerable Client Group in 2019 to ensure colleagues:
- distinguish all types of vulnerable clients,
- deal with vulnerable clients appropriately, fairly, and consistently
- understand new regulations relating to vulnerability.
Two group members are Dementia Champions. A SOLLA member and a mortgage broker are also represented.
The group also reviews our Vulnerable Client Policy and our Client Charter which recognises vulnerability and is available on our website. Our website illustrates our commitment to clients living in vulnerable circumstances. We provide website articles, including advice on general practical financial issues and investment scams. We also offer useful free documents online, for anyone new to investing, for example ‘A Beginner’s Guide to Investment.’ Our new website can be easily accessed by anyone with visual, hearing, dexterity, or cognitive disabilities.
We provide colleague training to identify key indicators of vulnerability and offer appropriate support and solutions.
We also offer a Lonsdale Financial Passport so vulnerable clients can keep financial information together.
Lonsdale Services shows a commitment to understanding vulnerable clients by being a member of SOLLA – Society of Later Life Advisers, as Allan Ross our independent financial adviser in Ware is SOLLA accredited.
Lonsdale Services prioritises understanding Dementia
In 2017 we prioritised understanding dementia, as we realised our client base was ageing. Our independent financial advisers are in a unique position of providing regular financial advice to clients, so can easily spot changes in their behaviour. In 2017 Lonsdale Services was the first Hertfordshire financial adviser to become a corporate partner of The Alzheimer’s Society. Since then, our colleagues have attended Alzheimer’s events, our Dementia Champions presented the Dementia Friends talk to administrators, and colleagues have become Dementia Friends. In 2019 as part of our commitment, we launched a ten-point plan to support clients living with dementia which is regularly updated and shared with colleagues.
As part of our Alzheimer’s commitment, we raised over £11,000 from fundraising activities for the charity and colleagues walked the 2021 100km Cotswold Way Challenge and Trek 26 Yorkshire Three Peaks in 2019.
Lonsdale Services win national Professional Adviser Award
In 2021 Lonsdale Services won the national Professional Adviser Award, for Best Adviser Firm for Vulnerable Client Care, recognising the work we do to prioritise our vulnerable clients.
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