CareSense Review Kit
Review Kit And Printable Checklist
A simple way to review support tickets for possible vulnerability and fairness risks, using Redact And Check and a person's judgement.
Before You Start
- Agree who can review tickets and on which devices.
- Check with your data protection lead how tickets may be used, and whether you need a DPIA.
- Use invented or already-redacted tickets while you get used to the process.
- Decide where your decision log will live, for example a spreadsheet your team already uses.
For Each Ticket
- Paste the ticket into Redact And Check.
- Add any names or details you can see to the extra words box, then run it again.
- Read the redacted text line by line. Fix anything the tool missed before you copy it anywhere.
- Look at each highlighted phrase and decide whether it matters for this customer.
- Record your decision and the next step in your log, without personal details.
Possible Vulnerability: What To Consider
- Does the customer need more time, a different channel or someone to help them?
- Would a delay or a charge cause this customer more harm than usual?
- Is there support you can point them to, such as free debt help?
- Do you need the customer's consent to note a need on their account?
Possible Fairness Risk: What To Consider
- Has the customer been waiting longer than your own target times?
- Is a refund or charge correct? Check payment records.
- Is cancelling as easy as signing up?
- Should this go through your complaints process?
Each Week
- Look back over the log for patterns, such as the same problem in many tickets.
- Share themes with the team, not individual customers' details.
- Note any changes you make to processes, and why.
Decision Log
Print this page and use the table, or copy the columns into your own spreadsheet. Do not write personal details here.
| Date | Ticket Reference | What Was Flagged | Decision | Next Step And Owner |
|---|---|---|---|---|
This kit is general information and risk screening, not legal advice. Redaction reduces risk but is not a guarantee. A person reviews every output, and your business makes every decision.
Official Sources (all checked 16 October 2026)
- FCA, Guidance for firms on the fair treatment of vulnerable customers (FG21/1), published 23 February 2021, last updated 22 July 2026
- FCA, Consumer Duty: about the Duty, last updated 24 February 2026
This page is general information and risk screening, not legal advice. If you need advice, speak to a solicitor.