Vulnerability compliance made practical.

We work closely with organisations such as financial services, utilities, housing and insurance firms to review and improve approaches to consumer vulnerability.

Our expert support and guidance will help you identify gaps, strengthen day-to-day practice and respond to FCA expectations with total confidence.

Take the first step Get support

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.

The free 5-minute Consumer Vulnerability Mini-Audit gives you instant scores across key areas of your vulnerability approach, including:

  • strategy and Consumer Duty alignment
  • customer journeys and real-life support
  • team capability and confidence
  • evidence, outcomes and ongoing improvement
Take the free mini-audit

A practical route from Consumer Duty uncertainty to real, 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.

1

Understand your current approach

We'll look at how your current approach works across governance, customer journeys, policies, training, MI, QA and outcomes.

2

Find the gaps and risks

We help you identify where your approach may be unclear, inconsistent, difficult to evidence or misaligned with FCA expectations.

3

Prioritise practical action

Those findings will be turned into a clear action plan based on customer risk, Consumer Duty outcomes, internal capacity and regulatory priority.

4

Put the right support in place

Where needed, we'll support implementation through training, resources, mentoring or ready-to-use learning packages.

Some of the organisations we support.

United Trust Bank

United Trust Bank identified that vulnerability handling in underwriting is very different to the training and guidance offered to customer service teams.
See case study

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