Vulnerable Customer Resources

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

Our resources include strategic documents to support compliance and training activities to build awareness of vulnerable circumstances.

Instant access.

Our resources are available to download instantly and quickly put into practice.

Unique resources.

All resources are designed exclusively by us, and only available directly from Helen Pettifer Training.

Our promise.

If we don’t have or can’t find a resource you need, we will create it for you.

Instant access.

Our resources are available to download instantly and quickly put into practice.

Unique resources.

All resources are designed exclusively by us, and only available directly from Helen Pettifer Training.

Our promise.

If we don’t have or can’t find a resource you need, we will create it for you.

Benefits to your organisation.

  • Understand and meeting legal, regulatory and ethical responsibilities
  • Strengthen customer relationships and reputation by providing a wide range of support options internally and signposting externally
  • Develop empathy among employees by using appropriate questions and responses enable more compassionate interactions
  • Recognise and close skill and process gaps can streamline operations, making organisations more efficient in supporting vulnerable customers
  • Provide opportunities to make reasonable adjustments mitigating harm and achieving good customer outcomes
At a glance.
  • Useful guides & training materials
  • Instant downloads
  • Quick Guides
  • Training Resources and Activities
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Browse Our Resource Hub.

Northern Ireland Signposting Resource

A free signposting resource for customer-facing teams in Northern Ireland. Highlighs a range of organisations and services to support customers facing difficult life situations.
Download for free
Updated for 2025

Signposting Resource

An essential resource which highlights external organisations that can be contacted when a customer discloses a specific situation or personal circumstance.
Download for free

Bereavement Persona Guide

A collection of detailed customer personas to help staff understand the diverse needs and emotional states of bereaved customers.
£99.00 excl. VAT
NEW FOR 2025

Awareness Days 2025

Increase knowledge and understanding of lived experience situations and conditions by acknowledging Awareness Days in 2025.
Download for free

Fire Evacuation Guide for Vulnerable Residents

A practical resource full of advice and guidance for ensuring the safety of vulnerable residents of managed or tenanted buildings.
£50.00 excl. VAT

Bereavement Support Toolkit for Businesses

A collection of expert resources designed to guide you through the challenge of dealing with customers who face end-of-life situations.
£150.00 excl. VAT

Unacceptable Behaviour Customer Policy for Businesses

Outlines the important principles and best practices organisations should consider when managing unacceptable customer behaviour.
Download for free

Vulnerability Drivers Guide

A detailed look at the 4 key drivers that the FCA has identified as contributing to vulnerability: health, life events, resilience, and capability.
Download for free

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