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TISA publishes help-sheet for vulnerable customers with dyslexia

Tuesday 7 May 2019

TISA, the investing and saving membership organisation, has published a dyslexia and dyscalculia help-sheet to assist financial firms in their understanding and improve the service provided to customers with vulnerabilities.

Dyslexia affects 10% of the population and dyscalculia 6%; the impact is different for each individual. TISA has worked with the British Dyslexia Association to produce a help-sheet that aims to provide information and practical tips in a concise format that firms can easily deploy.

Charles McCready, TISA Strategic Policy Director said:

“Following TISA’s conference on customer vulnerability last year we have seen more members wanting to join our working group to learn from other firm’s experiences, share best practice and participate in our work. There is also an appetite from charitable organisations dealing with different vulnerabilities to work with us and we are delighted to partner with the British Dyslexia Association with this first help-sheet.

“Consumer vulnerability is now very much on the agenda for financial services. The FCA is expected to issue guidance on this later in the year so firms need to be taking steps now to improve the support they provide for people with vulnerabilities.”

Helen Boden, Chief Executive Officer at the British Dyslexia Association added:

“It’s great that TISA is taking the lead in helping financial services address the issue of dyslexia and dyscalculia. Difficulties with literacy or learning arithmetical facts poses significant money management issues for people, so it’s really important that firms recognise the signs and follow the often simple steps to mitigate the effects. I’m really encouraged by this commitment from TISA and its members to equality and inclusivity.”

Anthony Scammell, Chair of TISA’s Vulnerable Customers Working Group and UK Platform Operations Director at Old Mutual Wealth commented:

“Consumer vulnerability is a complex area and I am heartened by the interest in our working group which indicates a desire by firms to ‘get this right’. A priority is to ensure front-line staff are aware of the signs and the often straightforward steps they can take that will make a positive difference to the customer. Our help-sheets will be designed with this in mind and will hopefully stimulate broader discussion about how we can do even better.”

TISA recently published guides to help firms address issues around vulnerable customers and financial crime and with the administration of Powers of Attorney. Following the briefing to it by the British Dyslexia Association, TISA’s Vulnerable Customers Working Group will be inviting other charitable organisations to participate and aims to produce a range of help-sheets for firms to use.

The help-sheet can be downloaded here: DyslexiaHelpSheet.pdf