• Understanding of the scope of information and guidance which can be provided, and that ‘advice’ and recommendations are regulated activities (refer to definitions).
  
• A broad understanding of the types of activities that are beyond the remit of the practitioner (e.g. debt advice, consumer credit, investment businesses, funeral plan contracts, electronic money, insurance business and distribution, operating a dormant account, home finance).
  
• Understanding of the difference between providing information and guidance, and advice, particularly with relevance to regulated financial products and activities.

Provide information to customers about the service you are providing, including:

• Explaining what information you can and cannot provide. 
  
• Explaining any costs and fees associated with using the service, if applicable.

• Provide information and guidance within the limits of relevant financial regulations and in line with organisational policies and procedures, and check customers’ understanding.
• Where appropriate, agree with customers any further activities that are necessary to meet their needs.
• Identify any needs that cannot be met and refer customers to alternative sources in line with organisational policies and procedures.
• Knowledge of local and/or national organisations to which customers can be signposted or referred.
• Knowledge of any relationships between the practitioner organisation and other external organisations and agencies to which customers can be signposted or referred.