Resources to support claims and case handling teams.

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.

12:00am, 10 February 2025

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

12:00am, 15 September 2025

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

12:00am, 2 March 2026

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