Equity Release Advice Process Manual

As Equity Release customers are labelled vulnerable, they are not able to opt-out of advice.  This ensures that every customer receives advice in the first instance and are given the time and support needed.  Vulnerability features explicitly as a factor within the Consumer Duty; therefore we have updated our manual to reflect this.

From the 31^st July 2023, all products and services must be fit for purpose and offer fair value under the Consumer Duty.  In addition, all communications and customer support must enable consumers to make, and act on, well-informed decisions.

This manual outlines the advice and sales process to be followed in the course of recommending a Lifetime Mortgage, Home Reversion Plan or Home Purchase Plan.  It also provides guidance on how to handle advice that has been rejected by the customer.

FORMAT: All documents are downloadable via email upon receipt of payment.

Written & reviewed by the Ecompli founder — With over 20 years in financial services and having founded Ecompli in 2006, our compliance documents are written by a specialist with hands-on expertise in FCA regulation across the mortgage, general insurance, equity release, and insurance claims handling sectors. Every guide and template is personally developed to turn complex regulatory requirements into clear, practical tools your firm can actually use.

There are plenty of free templates and AI-generated documents available online. The challenge is knowing whether they genuinely reflect FCA requirements, align with Consumer Duty expectations and work in practice for your firm. Our documents are written by Ecompli’s founder and are designed specifically for regulated firms. Every manual, register and template is created to provide practical, usable guidance that supports implementation,  helping firms move beyond theory and into demonstrable compliance.