What do you do to help customers pursue their financial objectives?
We act within the current rules on gathering customer information to understand how best to support their financial objectives. This is based on the principle of what we can be expected to know about specific financial objectives – without stepping across the boundary into individual advice.
Our basis of enabling customers to pursue financial objectives includes:
- Use of what is known about the customer and their objectives, and how far we can influence the delivery of those goals
- Not removing responsibility from customers;
- Taking account of behavioural biases and the impact characteristics of vulnerability on customer needs and decisions
- Not going further or providing services or support that is outwith our authority (e.g., advice)