Awareness Days 2026

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.

A practical vulnerability outcomes checklist to give you a starting point for reviewing your current approach to vulnerability support and spotting areas that may need more focus. The simple checklist is built around the key areas that shape good vulnerability outcomes in practice, including strategy and ownership, customer journeys, frontline confidence, vulnerability data, evidence and reporting, and continuous improvement.

Properly supporting your employees is an important part of creating a confident and resilient team. This guide brings together practical resources that line managers can use when employees need support with wellbeing, difficult customer interactions, reasonable adjustments or challenging life circumstances. This guide is especially useful for organisations where customer-facing teams regularly deal with demanding, emotional or distressing conversations, and where managers want to confidently support teams with more care and consistency.

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.

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.

Supporting bereaved customers well takes more than one guide or one script. This toolkit brings together practical resources that help businesses handle bereavement and end of life contact with more care, more consistency and less avoidable stress for the customer. The toolkit includes training resources, policy support, customer personas and guidance on related areas such as power of attorney, helping teams understand different customer needs, respond better in real conversations and put clearer processes in place across the business.