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Resources on accessibility and inclusive communication

These resources will help you improve accessibility, create more inclusive customer communications. Explore our practical tools and guidance on accessible communication, inclusive language, customer understanding, service accessibility and vulnerability-aware communication.

We've designed these for customer service teams, vulnerability champions, managers and compliance leads looking to improve customer experience, reduce communication barriers, support inclusive service delivery and deliver better outcomes for vulnerable customers.

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Free
Guide

Guide to Accessing Digital Services

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.
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Template

Vulnerable Customer Policy Template

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.
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Template

Customer End of Life Policy Template

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.
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Guide

Vulnerability Quick Wins

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.
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Guide

Vulnerability Drivers Guide

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.
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Guide

Awareness Days 2026

Awareness days can be a useful way to build understanding across your organisation, as long as they are chosen with purpose. This 2026 guide gives practical ideas for how to use awareness days well, from raising discussion in meetings and training to promoting support services, building partnerships and increasing visibility around important issues.
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Guide

Signposting Resource

A practical signposting resource to help teams support vulnerable customers with relevant helplines, charities, urgent contacts and local support options.
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