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Consumer Understanding Guide for Businesses

Provides insights, practical advice, and strategies for acknowledging the diverse challenges and barriers to customers’ understanding and enhancing communication.
£35.00 excl. VAT

Northern Ireland Signposting Resource

A free signposting resource for customer-facing teams in Northern Ireland. Highlighs a range of organisations and services to support customers facing difficult life situations.
Download for free

Bereavement Persona Guide

A collection of detailed customer personas to help staff understand the diverse needs and emotional states of bereaved customers.
£99.00 excl. VAT
NEW FOR 2025

Awareness Days 2025

Increase knowledge and understanding of lived experience situations and conditions by acknowledging Awareness Days in 2025.
Download for free

Fire Evacuation Guide for Vulnerable Residents

A practical resource full of advice and guidance for ensuring the safety of vulnerable residents of managed or tenanted buildings.
£50.00 excl. VAT

Bereavement Support Toolkit for Businesses

A collection of expert resources designed to guide you through the challenge of dealing with customers who face end-of-life situations.
£150.00 excl. VAT

Unacceptable Behaviour Customer Policy for Businesses

Outlines the important principles and best practices organisations should consider when managing unacceptable customer behaviour.
Download for free

Vulnerability Drivers Guide

A detailed look at the 4 key drivers that the FCA has identified as contributing to vulnerability: health, life events, resilience, and capability.
Download for free

Handling Angry Customers Guide for Businesses

Practical tools and techniques to help your business navigate challenging interactions with grace, empathy, and professionalism.
£50.00 excl. VAT