Vulnerability compliance made practical.

We work with regulated organisations across financial services, utilities, housing and insurance to review and improve approaches to consumer vulnerability.

Our support helps leaders identify gaps, strengthen day-to-day practice and respond to FCA expectations with total confidence.

Book your vulnerability mini-audit See consultancy support

Your free mini-audit is designed to give you expert insight into your current vulnerable customer approach, so you can make clearer decisions about where to focus next.

Under pressure?

It's not always easy to keep pace with Consumer Duty and show that your customers are receiving fair, consistent support.

Get expert support

Unclear priorities?

Your teams are already busy. Vulnerability can easily become another responsibility without enough structure, ownership or support.

Find your next step

Vague strategy?

It may look good on paper, but you could be struggling to apply it across real customer journeys.

Get clarity

Scattered evidence?

You may be doing a lot already, but your MI, complaints insight, QA, training records and customer outcomes may not tell one clear story.

Join the dots

Take a practical first step before deciding what support you need

If you’re responsible for consumer vulnerability, Consumer Duty outcomes or customer support in an FCA-regulated organisation, it can be difficult to know whether your current approach is clear and strong enough to evidence.

We’ll explore where your current approach already feels clear, where the gaps might be, and what practical support could really help you to move forward.

We'll take a look at areas such as:

  • Is your approach clear, practical and aligned to Consumer Duty?
  • Do your policies and processes work in real customer situations?
  • Are vulnerable customers recognised and supported consistently?
  • Do colleagues know what to do and say?
  • Can you show what is working and where gaps remain?


A practical route from review to real improvement.

We’ll help you move from uncertainty around customer vulnerability to clearer, evidence-led action. We start by understanding your current approach and identifying gaps against FCA expectations, before making recommendations for practical support around your organisation’s needs.

Review

We look at your current approach across strategy, governance, customer journeys, policies, training, MI, QA and outcomes.

Identify Gaps

We help you understand where your approach may be unclear, inconsistent, difficult to evidence or hard for teams to apply.

Prioritise Action

We turn our findings into practical and tailored recommendations based on customer risk, current FCA expectations and your internal capacity.

Build Capability

Where needed, we'll support implementation of our agreed actions. This could be through training, resources or ready to use learning packages.

Some of the organisations we support.

Wessex Water

Wessex Water were keen to seek an external, objective review from vulnerability experts for continuous improvement.
See case study

Power NI

Power NI recognised that their frontline teams were experiencing higher volumes of sensitive disclosures from customers facing vulnerable circumstances.
See case study

People’s Partnership

People’s Partnership were keen to fully embed the fair treatment of vulnerable customers within the company culture.
See case study

NIE Networks

NIE Networks wanted expert advice on effective ways to embed their ethos of supporting vulnerable customers across the organisation.
See case study