We were recently asked:
“What is the best way to deal with customers with hearing difficulties?”
Unfortunately, there is no specific rule on how to deal with customers with hearing difficulties. However a common sense approach should be taken to ensure you meet with the Financial Conduct Authority’s (FCA) Principle 7, which states: ‘A firm must pay due regard to the information needs of its clients, and communicate information to them in a way which is clear, fair and not misleading’.
You must also be aware of the requirements under the Equality Act 2010 that replaced most of the Disability Discrimination Act which obligates you to give equal access to your services irrespective of disability. One way is to arrange for a friend or relative of the customer to be present to interpret or acquire the services of a professional interpreter so that they can be on hand to translate to your customer.