Resources to support claims and case handling teams.

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.

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.

Bereavement calls are never all the same, even when the reason for contact sounds similar at first. This guide gives staff a set of detailed personas to help them understand how differently grief, shock, stress and terminal illness can show up when someone needs to close an account or explain what has happened. It is useful for training, team discussions and call handling practice because it moves past a one-size-fits-all approach. The guide includes 12 personas, examples of helpful first responses, examples to avoid, and signposting that can be shared after the conversation.

When staff are dealing with sensitive or difficult customer conversations, they need guidance they can use there and then. This essential bundle brings together 15 practical quick guides to help teams respond with more confidence, more consistency and a better understanding of what support may be needed. The bundle covers a wide range of real customer situations, including vulnerability, bereavement, suicidal thoughts, anger, understanding, neurodiversity, older customers, first time customers and respectful communication. It's been designed to give frontline teams simple, useful guidance they can apply straight away, while also helping organisations strengthen training and day-to-day customer support.

Angry customer conversations can put a lot of pressure on frontline teams, especially when emotions are running high. This essential guide gives businesses practical help for handling angry customers in a calmer and more structured way, while still treating people fairly and with empathy. The guide covers common triggers, vulnerable circumstances, de-escalation, internal processes, unacceptable behaviour, team support and how to learn from these conversations to improve service.

This vulnerable customer policy gives organisations a practical starting point for putting the right principles and support in place so teams can respond more consistently, and customers can access help more easily. Provided in Word format, it is ready to download, tailor to your organisation and adapt to your internal approach.

Bereavement and end of life contact can be one of the hardest moments in a customer journey. This customer end of life policy gives organisations a practical template for supporting bereaved customers, people arranging affairs before death and families or representatives contacting you during an already difficult time. The document is provided in Word format so it can be tailored to your organisation, internal procedures and related policies.

Small changes can make a real difference to vulnerable customers, especially when teams need ideas they can start using straight away. This guide brings together 24 practical vulnerability quick wins that organisations can implement with little or no cost to improve accessibility, inclusive service and everyday customer support.

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.

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.

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

Watch to gain valuable knowledge on how your organisation can develop strategies to support customers and employees with empathy and professionalism.

An insightful live panel discussion around recognising and supporting customers where there is abuse.

An insightful live panel discussion exploring how organisations can collect and use meaningful vulnerability data, while balancing regulatory requirements with ethical, transparent customer support.