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.

1:00pm, 11 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

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.

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.

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.

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.

1:00pm, 11 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.

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.

12:00am, 24 April 2025

Explores how we can foster resilience and well-being for colleagues in customer-facing roles, especially when navigating highly emotive and challenging conversations.

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.

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.