Home › Resource Library › Cognitive impairment

Resources on cognitive impairment

These resources will help you recognise signs of cognitive impairment, adapt your customer service approach and provide safer, clearer support. Explore practical guidance on memory loss, confusion, understanding difficulties, decision-making support, communication adjustments and vulnerability identification.

Designed for customer service teams, vulnerability champions, managers and compliance leads who want to improve staff confidence, reduce risk, strengthen support for vulnerable customers and deliver more inclusive customer outcomes.

Filter by Format INLINE
  • All formats
  • Webinar (4)
  • Template (6)
  • Guide (14)
Premium
Guide

Consumer Understanding Guide for Businesses

This useful guide helps businesses look more carefully at how they communicate with customers, where understanding can break down, and what teams can do to make decisions easier, clearer and more accessible. It covers both practicalities and compliance considerations, with guidance on Consumer Duty requirements, reviewing communications, checking understanding in real conversations, using feedback and testing, and gathering evidence that your approach is working.
Get this resource
Free
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.
Get this resource
Free
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.
Get this template
Free
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.
Get this resource
Free
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.
Get this resource
Free
Guide

Signposting Resource

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