Questions before you proceed?
info@helenpettifer.com 01296 596 958
Request a review

Get an expert review of your vulnerable customer policy

For a one-time fixed fee of £249 + VAT*, get an independent expert review of your vulnerable customer policy, with clear feedback on its strengths and practical recommendations for improvement.

Your review will be completed by consumer vulnerability specialists experienced in supporting regulated UK organisations.

Request a policy review

*No payment required today.
We’ll confirm the next steps before you proceed.

Full policy review Clear actions to take Consumer Duty gaps identified Fixed fee, no ongoing commitment

Is your vulnerable customer policy clear enough to stand up to scrutiny?

This review may be useful if:

  • Your policy has not been reviewed recently
  • It contains broad commitments but limited practical detail
  • You are unsure how well it reflects Consumer Duty expectations
  • Responsibility, governance or review arrangements are unclear
  • Your organisation’s practice is stronger than the policy currently demonstrates
See real examples Request a policy review

What you’ll receive:

  • A thorough, structured review of your current vulnerable customer policy
  • Clear, plain-English recommendations you can act on
  • Identification of gaps and opportunities against Consumer Duty expectations
  • Recognition of what your policy already does well
  • Suggested wording where greater clarity would help
  • A prioritised summary of recommended next steps
Request a policy review

No payment required today.

Examples of how an expert review can strengthen your policy

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.

01 Defining vulnerability Replacing deficit-based language with a support-led definition
Original wording

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.

Recommended revision

Customers who have a particular characteristic and/or experience a life event and require adjustments or additional support when accessing or managing our services .

Removes deficit-based language Focuses on support needs Avoids assumptions about capability Creates clearer guidance for colleagues
What this improves

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.

02 Recording customer information Making consent and the purpose of recording clearer
Original wording

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.

Recommended revision

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.

Makes consent explicit Records relevant support needs Clarifies delegated authority Reduces unnecessary labelling
What this improves

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.

03 Accessible communication Making the organisation’s responsibility clearer
Original wording

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.

Recommended revision

We will ask customers about their communication needs and provide appropriate formats or interpretation support based on their individual circumstances .

Removes barriers to engagement Clarifies organisational responsibility Responds to individual needs Supports more inclusive access
What this improves

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.

04 Vulnerability champion training Ensuring colleagues are equipped before taking responsibility
Original wording

Members of the working group are required to complete enhanced Vulnerable Customer Champion training within 12 months of joining.

Recommended revision

Members will complete Vulnerable Customer Champion training before joining the working group , so they can contribute relevant knowledge from the outset .

Strengthens governance Removes a lengthy capability gap Sets a clearer expectation Improves decision-making from day one
What this improves

The revision ensures colleagues are appropriately equipped before contributing to work intended to improve outcomes for customers experiencing vulnerability.

Request a policy review

No payment required today.
We’ll confirm the next steps before you proceed.

Some of the organisations we support
Frequently asked questions
What does the Vulnerable Customer Policy Review include?

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.

What will I receive after the review?

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.

Does the £249 + VAT fee cover a full policy rewrite?

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.

Will our policy and information be kept confidential?

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.

Does the review guarantee that our policy is compliant?

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.

Is there any ongoing commitment after the review?

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.

Request a policy review

No payment required today.
We’ll confirm the next steps before you proceed.

Request a policy review

Complete the short form and we’ll answer any initial questions and explain the next steps.
No payment is required at this stage.