Resources to support training, quality and improvement teams.

As more services move online, accessibility cannot be treated as an extra. This guide helps organisations think more carefully about how customers access digital services, and what can get in the way when people do not have the right skills, devices, connectivity or accessible content.

If you want to improve support for vulnerable customers, it helps to know where your team is starting from. This employee skills questionnaire gives organisations a practical way to assess current knowledge, confidence and capability when it comes to identifying vulnerability and responding well. Use it today to spot strengths, highlight gaps and show where extra training, guidance or resources may be needed.

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.

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.