With 47% of UK adults having a characteristic of vulnerability (Source: FCA 2022 Financial Lives Survey), it’s likely your team are interacting with vulnerable customers every day.

The attitude and actions of your team determine whether those customers can access what they need. In turn, this informs your business reputation, the volume of complaints received, customer retention, and compliance with FCA regulations.

Vulnerable Customer Training ensures they are more confident, competent, and sufficiently equipped to identify, respond to, and provide support for vulnerable customers.

Expertly designed.

All courses are designed by a leading authority on vulnerable customer issues.

Train anywhere.

We offer in-house training across the UK, as well as virtual courses via Zoom.

Tailored to you.

We work closely with you to create tailored courses aligned to the goals of your organisation.

Expertly designed.

All courses are designed by a leading authority on vulnerable customer issues.

Train anywhere.

We offer in-house training across the UK, as well as virtual courses via Zoom.

Tailored to you.

We work closely with you to create tailored courses aligned to the goals of your organisation.

Benefits to your organisation.

Investing in vulnerable customer training for staff not only aligns with ethical, legal and regulatory principles but also contributes to the overall success, reputation, and sustainability of the organisation in the long run.

  • Strengthened relationships with customers as team members support with timely and empathetic interventions demonstrating a commitment to the well-being of customers
  • Improved employee well-being by providing them with the tools and skills to manage sensitive conversations effectively
  • Supportive interactions can lead to positive customer experiences and good outcomes
  • Timely and proactive support reduces the likelihood of customer complaints and escalations
  • Providing appropriate support to vulnerable customers demonstrates compliance with legal and ethical standards related to customer care and empathy
  • Trained staff can identify and mitigate potential risks associated with vulnerable customers, reducing the likelihood of legal, regulatory and reputational issues
  • Employees who feel equipped to provide support to vulnerable customers may experience increased job satisfaction, knowing they are making a positive impact

Learning outcomes.

  • Understand vulnerability and how it impacts customer behaviours and needs, including decision making
  • Understand and identify the different and additional needs of customers experiencing vulnerability
  • Know how to respond to customers who disclose vulnerability
  • Build a toolkit of useful and appropriate questions and responses, and know when and how to apply them
  • Recognise a range of practical steps to support a customer experiencing vulnerability
  • Understand the importance of signposting

Who should attend?

  • Customer facing staff
  • Claims handlers
  • Complaints handlers
  • Mental Health First Aiders
  • Payment and Arrears handlers
  • Vulnerability Champions and leads
  • Customer Service Team Leaders
At a glance.
  • In-house courses
  • Virtual courses
  • Blended learning
  • Train the Trainer
  • Mentoring Programme
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Our Training Courses.

All courses are uniquely designed to ensure your team is more confident, competent, and sufficiently equipped to identify, respond to, and provide support for vulnerable customers.

1-day course

Supporting Vulnerable Customers

A course to challenge assumptions and build confidence in how to identify, respond and support vulnerable customers.

see course details
1-day course

Equality, Diversity and Inclusion

Covers key concepts related to equality, diversity, and inclusion, exploring how they contribute to a more innovative and collaborative work atmosphere.

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1/2-day course

Understanding the FCA’s Resilience Driver

Gain practical strategies to build trust, foster a supportive environment, and empower customers to build their resilience.

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1/2-day course

Supporting Customers in Financial Difficulty

Explore the causes pushing more people into financial difficulty and the impact it has on their emotional, mental and physical wellbeing.

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1/2-day course

Managing Suicidal Customer Conversations

Ideal for anyone who regularly handles sensitive customer conversations, especially when the subject of suicide arises.

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1/2-day course

Supporting Bereaved Customers

Provides an understanding of how bereavement may impact customers and how they engage with organisations.

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