Recognising the drivers of vulnerability is crucial for providing accessible help and support to customers.

This guide offers a detailed look at the 4 key drivers that the FCA has identified as contributing to vulnerability: health, life events, resilience, and capability. Relevant to customer-facing staff across all sectors, it will equip you with core knowledge and tools to better support individuals facing these challenges.

Guide includes:

  • Data and statistics on health, mental health and disability
  • Potential impacts of life events such as bereavement or relationship breakdowns
  • Insights into financial and emotional resilience
  • An understanding of capability barriers in literacy, numeracy and digital skills
  • Practical advice on how to minimise the impact of vulnerability

Use the insights in this guide to leverage standard customer conversations into interactions where individuals feel heard, understood and supported.

Download for free

Got a question about this resource? Send us a message now.

Embedding good practice into your organisation doesn’t have to be a headache.

Our downloadable resources are designed and developed as practical tools to support you and your team in the fair treatment of your vulnerable customers.

Our resources include strategic documents to support compliance and training activities to build awareness of vulnerable circumstances. These offer a valuable point of reference during communications with vulnerable customers and support consistency in customer service.

Embedding good practice into your organisation doesn’t have to be a headache. Our downloadable resources are designed and developed as practical tools to support you and your team in the fair treatment of your vulnerable customers.

Our resources include strategic documents to support compliance and training activities to build awareness of vulnerable circumstances. These offer a valuable point of reference during communications with vulnerable customers and support consistency in customer service.

At a glance.

Recognising the drivers of vulnerability is crucial for providing accessible help and support to customers.

This guide offers a detailed look at the 4 key drivers that the FCA has identified as contributing to vulnerability: health, life events, resilience, and capability. Relevant to customer-facing staff across all sectors, it will equip you with core knowledge and tools to better support individuals facing these challenges.

Guide includes:

  • Data and statistics on health, mental health and disability
  • Potential impacts of life events such as bereavement or relationship breakdowns
  • Insights into financial and emotional resilience
  • An understanding of capability barriers in literacy, numeracy and digital skills
  • Practical advice on how to minimise the impact of vulnerability

Use the insights in this guide to leverage standard customer conversations into interactions where individuals feel heard, understood and supported.

Download for free

Got a question about this resource? Send us a message.

Browse more useful resources.

You may also like…

Free Resources

Awareness Days 2024

Download for free
Download for free
Download for free
Download for free

Free Resources

Signposting Resource

Download for free
£99.00 excl. VAT
Send us a message.