Supporting you to embed excellence in vulnerable customer care – step by step.
The Vulnerable Customer Compliance Pathway Programme is a comprehensive, hands-on partnership designed to help organisations embed robust and compassionate support for vulnerable customers.
Structured across five clear milestones, the programme provides expert guidance, practical tools, and in-depth support to improve policies, processes, and staff confidence – ensuring long-term regulatory compliance and meaningful customer outcomes.
This unique and comprehensive programme delivers tailored solutions aligned with regulator expectations, industry best practices, and most importanly, your organisation.
“The Vulnerable Customer Compliance Pathway programme has been an invaluable resource for our organisation.
As a business committed to understanding and supporting all our customers, we wanted to align our procedures, processes, customer journeys, and products with delivering positive outcomes for our customers, particularly for those with additional support needs.
The programme was very well-structured to meet our objectives, with fantastic support and insights provided by Jenna throughout. We highly recommend the Pathways Programme to any organisation committed to embedding vulnerability into their business culture and striving for excellence in customer care.”
— Chris Hobbs, People’s Partnership
At a glance.
This unique programme is a comprehensive, hands-on support initiative designed to guide you through every stage of vulnerable customer care and compliance.
- Compliance Audits & Gap Analysis
- Policy & Documentation Review
- Customer Journey & Reporting Support
- Colleague Surveys
- Hands-on Support
Essentials
from £995/month*
Best for small organisations that need strategic oversight and a clear roadmap, but with light-touch delivery.
Virtual 1hr strategy session
5 x key milestone audits?
Detailed action plan?
Monthly 1hr strategy session?
Vulnerable Customer Policy review
End-of-programme report?
Staff surveys & gap analysis
Hands-on implementation
Call listening
Ad-hoc support
Customer journey review
Full policy rewrites/creation
Tailored training recommendations
Bespoke evidence pack
book a free consultation
most popular
Partnership
from £1495/month*
Best for medium-sized organisations seeking embedded support, team interaction, and implementation.
Virtual 2hr strategy session
5 x key milestone audits?
Tailored action plans?
Monthly 2hr strategy session?
5 x policy or framework reviews
End-of-programme report?
Staff surveys & gap analysis?
Hands-on implementation
Recorded Call listening (2 cases)
Ad-hoc support
Customer journey review
Full policy rewrites/creation
Tailored training recommendations
Bespoke evidence pack
book a free consultation
Transformation
from £1995/month*
Best for larger or regulated organisations aiming for deep cultural and operational transformation in how they support vulnerable customers.
In-person strategy session?
5 x key milestone audits?
Tailored action plans?
Fortnighly 2hr strategy session?
10 x policy or framework reviews
End-of-programme report?
2 x Staff surveys & gap analysis?
Hands-on implementation
Live Call listening (5 cases)
Ad-hoc support?
Customer journey review?
Full policy rewrites/creation?
Tailored training recommendations
Bespoke evidence pack
book a free consultation
*based on a minimum 6-month programme duration
What’s included.
- Compliance Audits & Gap Analysis
We begin with a detailed review of your current practices, policies, and service delivery – measured against regulatory requirements and best practice standards. Each stage includes a gap analysis and a clear, practical action plan. - Training Audit & Staff Feedback
Through surveys and team insights, we identify training gaps, confidence levels, and development needs. Optional training sessions are available to upskill teams and build resilience across customer-facing roles. - Policy & Documentation Review
We review and revise your internal policies, customer-facing materials, and procedural documents to ensure they reflect regulatory expectations and your organisational values. We can also support the creation of new frameworks where needed. - Customer Journey & Reporting Support
We help you design or refine customer journey mapping and vulnerability reporting – turning insight into action. This helps you track themes, identify barriers, and demonstrate improvements. - Colleague Surveys & Feedback Loops
Staff voices are integral. Through structured surveys and feedback loops, we uncover frontline perspectives, strengths, and challenges – helping you prioritise the right support at the right time. - Hands-On Support
We work closely with your teams – offering support through call listening, meeting attendance, reviews, and practical guidance to embed changes effectively.
At a glance.
This unique programme is a comprehensive, hands-on support initiative designed to guide you through every stage of vulnerable customer care and compliance.
- Compliance Audits & Gap Analysis
- Policy & Documentation Review
- Customer Journey & Reporting Support
- Colleague Surveys
- Hands-on Support
