Change the conversation

Rowan replies: 'I thought the original amount stayed protected and only the growth moved around.' You now have a specific point to address. Explain the distinction in plain language, using a small hypothetical example appropriate to the proposed investment. Ask Rowan to describe the implication again. Avoid presenting a favourable scenario as a forecast or assurance.

Rowan then mentions that long documents have been difficult to process recently. Ask what would help: shorter sections, a different format, more time, or another meeting. Do not infer a diagnosis or assume that a family member should take control. Explore support preferences with the client and follow the firm's confidentiality and consent arrangements.

FCA vulnerability guidance emphasises understanding customer needs, equipping staff and evaluating outcomes. Our exercise translates that into a simple sequence: notice a possible barrier, ask about it respectfully, agree an adjustment, and check whether it helped. A support need is not evidence that the client lacks decision-making capacity.