Resources to support training, quality and improvement teams.

11:00am, 13 July 2026

An insightful live panel discussion exploring how organisations can design products and services that genuinely meet the diverse needs of customers, especially those who may be vulnerable.

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.

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.

Fire evacuation plans only work if they take real people into account. This guide helps housing providers, landlords and building managers think more carefully about residents who may not understand a standard evacuation plan or may not be able to follow it without extra support. It covers practical steps such as checking understanding, having better conversations with residents, identifying fire risks, preparing Personal Emergency Evacuation Plans and making information more accessible. It is a useful guide for anyone responsible for resident safety in managed or tenanted buildings. PLEASE NOTE: this document is for guidance only and does not substitute the key requirement and duty placed on employers and businesses which is to develop a premises emergency evacuation plan covering all likely scenarios of occupation.

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.

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.

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.

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.