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Softly-softly approach

Research shows the financial services sector is still not getting it right when advising older people. Guidance is in place but it's time for mainstream soft-skills training, says Tish Hanifan

2 September 2013

Research shows the financial services sector is still not getting it right when advising older people. Guidance is in place but it's time for mainstream soft-skills training, says Tish Hanifan

The most recent edition of the Financial Services Ombudsman news features two articles of interest to those who advise in the later life sector. One is a group of decisions arising from complaints brought by older people, the other is a response to this from Age UK and Which? In providing these, the ombudsman gives valuable guidance on how financial services can get it right when dealing with older people.

These cases and Age UK's analysis highlight the problems that can arise in the advice process. Poor adv...

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