For a one-time fixed fee of £249 +VAT*, our specialist team will review your policy and provide practical recommendations to help you address gaps, strengthen customer outcomes and demonstrate good practice.
*No payment required today.
We’ll confirm the next steps before you proceed.
This review may be useful if:
No payment required today.
Here are a few real examples of the kinds of improvements we may recommend. Each one shows how clearer wording can reduce ambiguity and make your approach easier to apply in practice.
Customers who have a particular characteristic and/or experience an exceptional life event and are currently unable to act independently and/or unable to cope without additional support.
Customers who have a particular characteristic and/or experience a life event and require adjustments or additional support when accessing or managing our services .
The revised wording recognises that customers may manage successfully when suitable adjustments are available. It also gives colleagues a more practical basis for identifying and responding to support needs.
We will record on the customer record any known vulnerability, communication or access needs and whether anyone has delegated authority to speak on the customer’s behalf.
With the customer’s explicit consent , we will record relevant support, communication and access needs, alongside any agreed authority for another person to speak on their behalf.
The revision makes the basis for recording information clearer and focuses on what colleagues need to know to provide appropriate support, rather than relying on a broad vulnerability label.
We will normally expect the customer to have made arrangements to communicate effectively. Where this has not been arranged, we may provide documents in other formats or engage an interpreter.
We will ask customers about their communication needs and provide appropriate formats or interpretation support based on their individual circumstances .
The revised wording avoids placing responsibility solely on the customer. It shows how the organisation will identify communication needs and take practical steps to remove barriers.
Members of the working group are required to complete enhanced Vulnerable Customer Champion training within 12 months of joining.
Members will complete Vulnerable Customer Champion training before joining the working group , so they can contribute relevant knowledge from the outset .
The revision ensures colleagues are appropriately equipped before contributing to work intended to improve outcomes for customers experiencing vulnerability.
No payment required today.
We’ll confirm the next steps before you proceed.
We’ll carry out a thorough, structured review of your current vulnerable customer policy and provide clear, practical recommendations. We’ll identify areas that could be strengthened, highlight relevant gaps against Consumer Duty expectations and recognise what your policy already does well.
Where appropriate, we’ll also suggest clearer wording to help make your policy more practical, inclusive and easier to apply.
You’ll receive a written review containing our findings and recommendations. This will show where your policy is already strong, where greater clarity may be needed and which improvements we recommend prioritising.
The feedback will be written in straightforward language so that it can be understood and acted on by the relevant people across your organisation.
The fixed fee covers an expert review of one existing vulnerable customer policy, together with written feedback and recommendations. We may include examples of revised wording where these help demonstrate how a section could be improved.
A complete rewrite of the policy is not included, but we can discuss additional support separately where required. There is no obligation to commission any further work.
Yes. Your policy and any related information will be handled confidentially and used only for the purpose of completing the review.
We’ll explain how to share the document with us and answer any questions you have about the process before the review begins.
The review provides an independent expert assessment against relevant Consumer Duty expectations and recognised good practice. It is designed to help you identify gaps, strengthen your approach and improve how your organisation evidences its commitment to good customer outcomes.
It does not provide legal advice or guarantee regulatory compliance. Responsibility for approving and implementing the policy remains with your organisation.
No. This is a one-off service for a clear, fixed fee of £249 + VAT. There is no retainer and no obligation to purchase consultancy, training or implementation support afterwards.
Where further support would be useful, we can explain the available options, but the decision to continue working with us is entirely yours.
No payment required today.
We’ll confirm the next steps before you proceed.
Complete the short form and we’ll answer any initial questions and explain the next steps.
No payment is required at this stage.
A full day of insight, discussion, networking and practical sessions for customer-facing, compliance & operational teams.
