Resource Library

9:00am, 9 October 2026

With a greater focus on vulnerability, frontline teams are increasingly facing difficult and emotive customer disclosures and conversations. This half-day training course emphasises the importance of resilience.

9:00am, 7 May 2027

This 1/2-day training course is ideal for anyone who regularly handles sensitive customer conversations, especially when the subject of suicide arises.

9:00am, 11 March 2027

This 1/2-day training course is ideal for anyone who regularly handles sensitive customer conversations, especially when the subject of suicide arises.

9:00am, 29 January 2027

This 1/2-day training course is ideal for anyone who regularly handles sensitive customer conversations, especially when the subject of suicide arises.

9:00am, 20 November 2026

This 1/2-day training course is ideal for anyone who regularly handles sensitive customer conversations, especially when the subject of suicide arises.

Inclusive design helps make sure more customers can access and use products and services without unnecessary barriers. This product design checklist gives you a practical starting point for reviewing whether your products, services or customer journeys are accessible, usable and inclusive for a broad range of customer needs. The checklist encourages teams to think beyond the design itself and consider customer goals, accessibility, usability, user testing, feedback and continuous improvement. It also highlights the importance of drawing on different perspectives, rather than relying only on the experience of the designer or design team.

12:00pm, 9 November 2026

02:00pm, 9 October 2026

02:00pm, 10 September 2026

A workplace suicide policy should help people know what to look out for, what to do in a crisis, and how to create a safer culture for both employees and customers. This policy template gives you a practical starting point for suicide prevention, early intervention and postvention support in the workplace. It's provided in Word format so it can be tailored to your organisation, your roles and your internal support routes. The policy covers prevention, crisis response, safer language, support after a suicide, signposting and the wider steps an organisation can take to reduce risk and respond well.

9:00am, 10 September 2026

To mark World Suicide Prevention Day, all proceeds from the sale of this course will be donated to Papyrus, a national charity dedicated to the prevention of young suicide.

02:00pm, 9 October 2026

When customers don't fully understand what their pet insurance covers, the problems often show up later. A claim is made, something unexpected is not included, or a cost catches them by surprise. That can lead to confusion, complaints and poor outcomes for the customer, as well as conduct and compliance risk for the firm.

This free poster is designed to help pet insurance teams spot the signs that a customer may be unclear on what they are buying. It's an easy resource to use in team huddles, onboarding, refresher training or day-to-day frontline support.

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.

A practical signposting resource to help teams support vulnerable customers with relevant helplines, charities, urgent contacts and local support options.

When customer behaviour crosses a line, teams need something clearer than informal guidance. This policy gives businesses a practical template for setting expectations, protecting colleagues and responding to difficult situations in a fair, consistent and workable way. The document is provided in Word format so it can be adapted to your organisation, services and internal procedures.

Economic abuse can be hard to spot, especially when the signs show up as unusual account activity, restricted access to money or behaviour that looks easy to explain away. This guide helps teams recognise economic abuse as a form of coercive control and respond in a way that is careful, practical and supportive. It is designed to help customer-facing staff notice warning signs, raise concerns sensitively and understand what support may be available. The guide covers common types of economic abuse, possible indicators, how to respond to customers and where to signpost for specialist help.

9:00am, 9 October 2026

With a greater focus on vulnerability, frontline teams are increasingly facing difficult and emotive customer disclosures and conversations. This half-day training course emphasises the importance of resilience.