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100

What does The FCA mean?

The Financial Conduct Authority

100

What two types of customer care flags are we able to raise?

Permanent and temporary

100

If customer mentions to us they're a victim of domestic abuse/violence but begs not to record that on our CRM we can make an exception and in that very specific case we do not need a care flag. True or False?

We ALWAYS raise a care flag if a new vulnerability is disclosed

200

What does RNIB stand for?

Royal National Institute of Blind People

200

The RNIB template to request documents in different formats is available on Salesforce. True or False?

False. It's available on Confluence

200

Approximately, how many days before a temporary care flag expires  we would we reach out to the customer?

10 days

300

What are the two different types of Braille?

Type 1 Uncontracted and Type 2 Contracted

300

What is the largest font size RNIB can offer?

Up to 36pt

300

What can be offered to customers with poor literacy skills or those who are illiterate?

Audio

400

How do we know what charities/organisations we can recommend to customer's in difficulties?

We can identify them in our Signposting Knowledge Guide on Salesforce

400

What alternative formats can RNIB offer? (need at least three)

Braille, Large Print, Audio, Coloured Paper

400

By default, how should pre-contact (regarding temporary care flag) be completed?

Via outbound chat

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