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Resources on bereavement and life events

These resources will help you respond more sensitively to bereavement and life events, improve customer support during difficult circumstances and reduce avoidable distress. Explore guidance on vulnerable customer conversations, bereavement support, emotional customer needs, service flexibility and compassionate customer service.

Relevant for customer-facing teams, managers, vulnerability leads and compliance professionals who want to strengthen bereavement handling, improve customer outcomes and build more supportive processes for customers experiencing major life changes.

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Guide

Power of Attorney Guide for Businesses

When someone is acting under a Power of Attorney, teams need to know what they can do, what they cannot do, and how to handle the situation properly. This guide helps businesses respond with more confidence when a customer’s affairs are being managed by someone else. It covers the basics of understanding Power of Attorney, checking that arrangements are valid, responding to requests, and knowing what to do if something does not feel right.
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Bereavement Support Toolkit

Supporting bereaved customers well takes more than one guide or one script. This toolkit brings together practical resources that help businesses handle bereavement and end of life contact with more care, more consistency and less avoidable stress for the customer. The toolkit includes training resources, policy support, customer personas and guidance on related areas such as power of attorney, helping teams understand different customer needs, respond better in real conversations and put clearer processes in place across the business.
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Guide

Bereavement Persona Guide

Bereavement calls are never all the same, even when the reason for contact sounds similar at first. This guide gives staff a set of detailed personas to help them understand how differently grief, shock, stress and terminal illness can show up when someone needs to close an account or explain what has happened. It is useful for training, team discussions and call handling practice because it moves past a one-size-fits-all approach. The guide includes 12 personas, examples of helpful first responses, examples to avoid, and signposting that can be shared after the conversation.
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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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