Wessex Water
Wessex Water were keen to seek an external, objective review from vulnerability experts for continuous improvement.
About the client
United Trust Bank (UTB) is an expanding specialist bank providing a wide range of secured funding facilities for individuals and businesses, and deposit accounts for individuals, businesses and charities.
The Bank has dedicated divisions providing development finance, bridging finance, structured property finance, asset finance and mortgages. In-depth knowledge, combined with commercial awareness, makes it the lender of choice for finance brokers, developers and individuals seeking a high quality, bespoke service and a reliable source of funding.
UTB has been named ‘Specialist Bank of the Year’ five times at the Bridging and Commercial Awards and is the only lender to have done so. The Bank has won numerous awards in 2026 including being named the Treating Customers Fairly Champion in the British Bank Awards and winning Best Internet Saving Provider in the MoneyComms Awards. This builds upon previous recognition and achievements.
The opportunity
With a desire to embed Consumer Duty principles throughout the organisation, United Trust Bank identified that vulnerability handling in underwriting is very different to the training and guidance offered to customer service teams. Underwriters require specific knowledge and understanding on how to identify vulnerability, gain consent and speak to brokers about difficult subjects. They also have to be more proactive. Instead of reacting to customer disclosures immediately, they need to consider how vulnerability could affect the customer in the lifetime of the mortgage.
Why they chose Helen Pettifer Training
Helen had previously trained the Deposits team at the Bank. Her way of explaining and answering ad hoc questions had impressed. They said, “her enthusiasm, knowledge and passion for the subject made her the clear choice for helping us train our teams”. However, Helen hadn’t previously trained underwriters. After clarifying the specific requirements of the role, she created and delivered relevant and implementable training.
The outcome
United Trust Bank noted that Helen brings many years of experience and knowledge, but she clearly stays up to date with changing regulations. She listened to their needs and shaped underwriter’s training that hadn’t been delivered before. So far, feedback from delegates has all been very positive. Management are looking forward to seeing the benefit this will have on teams and customers.
What the client said
“Helen and her colleagues have been nothing but helpful, accommodating and responsive. We had numerous additional support requirements which Helen and her team have listened to and honoured. Without hesitation, I would absolutely recommend Helen Pettifer Training to other companies in the financial industry.”
See more case studies
Power NI
Power NI recognised that their frontline teams were experiencing higher volumes of sensitive disclosures from customers facing vulnerable circumstances.
People’s Partnership
People’s Partnership were keen to fully embed the fair treatment of vulnerable customers within the company culture.
NIE Networks
NIE Networks wanted expert advice on effective ways to embed their ethos of supporting vulnerable customers across the organisation.
