With 47% of UK adults having a characteristic of vulnerability (Source: FCA 2022 Financial Lives Survey), it’s likely your team are interacting with vulnerable customers every day.
The attitude and actions of your team determine whether those customers can access what they need. In turn, this informs your business reputation, the volume of complaints received, customer retention, and compliance with FCA regulations.
Vulnerable Customer Training ensures they are more confident, competent, and sufficiently equipped to identify, respond to, and provide support for vulnerable customers.
All courses are designed by a leading authority on vulnerable customer issues.
We offer in-house training across the UK, as well as virtual courses via Zoom and Teams.
We work closely with you to create tailored courses aligned to the goals of your organisation.
Investing in vulnerable customer training for staff not only aligns with ethical, legal and regulatory principles but also contributes to the overall success, reputation, and sustainability of the organisation in the long run.
Your organisation is working to embed good practice for the fair treatment of vulnerable customers, but there’s more to do. So, where can you channel resources to achieve tangible outcomes?
As a vulnerability consultant, we have helped many firms to improve vulnerable customer service. With outcomes tailored to your vision, trust us to help define your goals, review current practices and recommend solutions.
You may be reassured to know that we are an associate consultant for the British Standard Institution. In this role, we assess and advise on ISO 22458: Consumer Vulnerability to help organisations identify and meet the needs of vulnerable customers.
Receive valuable insights from a leading authority on vulnerable customer issues.
We will act as your comprehensive partner across all aspects of supporting your vulnerable customers.
We will help you to define goals and achieve positive outcomes based on your unique vision.
By engaging and working with us, organisations can not only improve their customer service but also enhance their overall social impact, reputation, and stakeholder relationships.
Embedding good practice doesn’t have to be a headache. Our downloadable resources are designed and developed as practical tools to support the fair treatment of vulnerable customers.
Our resources include strategic documents to support compliance and training activities to build awareness of vulnerable circumstances.
Our resources are available to download instantly and quickly put into practice.
All resources are designed exclusively by us, and only available directly from Helen Pettifer Training.
If we don’t have or can’t find a resource you need, we will create it for you.
Translating the FCA Guidance into Practice.
The Financial Conduct Authority’s Consumer Duty and Guidance on the Fair Treatment of Vulnerable Customers is widely supported; however, implementation can be a challenge.
This mentoring programme is designed to impart knowledge and practices to support consistent and compliant inclusivity.
The cost of the programme is £1,200 +VAT per member, including all resources, worksheets, activities, and a 1-2-1 session with Helen Pettifer.
By engaging and working with us, organisations will gain knowledge and practices to support consistent and compliant inclusivity.
Gain a comprehensive understanding of the regulatory landscape.
You’ll receive actionable insights and resources to implement within your organisation.
Includes a 1-hour meeting with Helen to discuss your business strategy.
The 6-month programme includes a 3-hour monthly meeting to share:
