What’s the best way to support customers who have hearing difficulties?
There is no single rule that sets out exactly how to deal with customers with hearing loss, but firms are expected to take a common-sense and proactive approach that reflects both regulatory requirements and good practice. This includes:
- Consumer Duty – Under the Duty, firms must act to deliver good outcomes for retail customers. This includes ensuring that customers can understand communications and are supported throughout the advice process. In the case of hearing loss, this may involve adapting communication methods, confirming understanding more carefully, and offering support in an inclusive and respectful way.
- Principle 7 of the FCA Handbook still applies and is reflected within the Consumer Duty framework: “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.”
Practical steps you can take include:
- Asking the customer what method of communication they prefer – e.g. email, text, live chat, or video call with captions or sign language support.
- Offering the option for a family member or trusted friend to be present if they wish, or using a professional interpreter.
- Taking extra time to ensure understanding, especially when discussing complex products or making recommendations.
- Ensuring that written materials (e.g. suitability letters or policy documents) are clearly structured and free from unnecessary jargon.
Above all, keep a record of any support provided and how you ensured the customer’s needs were taken into account. This demonstrates your commitment to meeting the Consumer Duty outcomes and providing inclusive, fair treatment for all customers.
