It's never easy when a customer tells you someone has died. This guide helps businesses respond with more care and more clarity, so staff can support bereaved customers through the practical side of things without sounding cold, awkward or rushed. It covers what to say when bereavement or terminal illness is disclosed, how to record information properly, how to make processes easier for grieving customers and where to signpost if extra support may help. It's a practical guide for teams who want to handle these conversations better and build a more thoughtful bereavement process around them.

When someone is acting under a Power of Attorney, teams need to know what they can do, what they cannot do, and how to handle the situation properly. This guide helps businesses respond with more confidence when a customer’s affairs are being managed by someone else. It covers the basics of understanding Power of Attorney, checking that arrangements are valid, responding to requests, and knowing what to do if something does not feel right.

This useful guide helps businesses look more carefully at how they communicate with customers, where understanding can break down, and what teams can do to make decisions easier, clearer and more accessible. It covers both practicalities and compliance considerations, with guidance on Consumer Duty requirements, reviewing communications, checking understanding in real conversations, using feedback and testing, and gathering evidence that your approach is working.

When staff are dealing with sensitive or difficult customer conversations, they need guidance they can use there and then. This essential bundle brings together 15 practical quick guides to help teams respond with more confidence, more consistency and a better understanding of what support may be needed. The bundle covers a wide range of real customer situations, including vulnerability, bereavement, suicidal thoughts, anger, understanding, neurodiversity, older customers, first time customers and respectful communication. It's been designed to give frontline teams simple, useful guidance they can apply straight away, while also helping organisations strengthen training and day-to-day customer support.

If you want to improve support for vulnerable customers, it helps to know where the gaps are. This vulnerability strategy checklist gives you a practical way to review how well you are currently meeting the needs of vulnerable customers and where more work may be needed. The checklist is built around the key areas that shape fair treatment in practice, including awareness, staff capability, product and service design, customer service, communication, and monitoring.

As more services move online, accessibility cannot be treated as an extra. This guide helps organisations think more carefully about how customers access digital services, and what can get in the way when people do not have the right skills, devices, connectivity or accessible content.

If you want to understand how customers really experience your service, a focus group can give you insight you will not get from reports alone. This vulnerability focus group guide helps organisations plan, run and follow up vulnerable customer focus groups in a way that is thoughtful, useful and more likely to lead to real change.

If you want to improve support for vulnerable customers, it helps to know where your team is starting from. This employee skills questionnaire gives organisations a practical way to assess current knowledge, confidence and capability when it comes to identifying vulnerability and responding well. Use it today to spot strengths, highlight gaps and show where extra training, guidance or resources may be needed.

This vulnerable customer policy gives organisations a practical starting point for putting the right principles and support in place so teams can respond more consistently, and customers can access help more easily. Provided in Word format, it is ready to download, tailor to your organisation and adapt to your internal approach.

Bereavement and end of life contact can be one of the hardest moments in a customer journey. This customer end of life policy gives organisations a practical template for supporting bereaved customers, people arranging affairs before death and families or representatives contacting you during an already difficult time. The document is provided in Word format so it can be tailored to your organisation, internal procedures and related policies.

Small changes can make a real difference to vulnerable customers, especially when teams need ideas they can start using straight away. This guide brings together 24 practical vulnerability quick wins that organisations can implement with little or no cost to improve accessibility, inclusive service and everyday customer support.

Recognising vulnerability is easier when teams understand what may be driving it. This guide breaks down the four FCA drivers of vulnerability; health, life events, resilience and capability, and helps teams move beyond assumptions and respond in a more informed, human and useful way.

Watch to gain valuable knowledge on how your organisation can develop strategies to support customers and employees with empathy and professionalism.

An insightful live panel discussion exploring how organisations can collect and use meaningful vulnerability data, while balancing regulatory requirements with ethical, transparent customer support.