Resources on customer disclosure and supportive conversations.

It's never easy when a customer tells you someone has died. This guide helps businesses respond with more care and more clarity, so staff can support bereaved customers through the practical side of things without sounding cold, awkward or rushed. It covers what to say when bereavement or terminal illness is disclosed, how to record information properly, how to make processes easier for grieving customers and where to signpost if extra support may help. It's a practical guide for teams who want to handle these conversations better and build a more thoughtful bereavement process around them.

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.

Economic abuse can be hard to spot, especially when the signs show up as unusual account activity, restricted access to money or behaviour that looks easy to explain away. This guide helps teams recognise economic abuse as a form of coercive control and respond in a way that is careful, practical and supportive. It is designed to help customer-facing staff notice warning signs, raise concerns sensitively and understand what support may be available. The guide covers common types of economic abuse, possible indicators, how to respond to customers and where to signpost for specialist help.

When staff are dealing with sensitive or difficult customer conversations, they need guidance they can use there and then. This essential bundle brings together 15 practical quick guides to help teams respond with more confidence, more consistency and a better understanding of what support may be needed. The bundle covers a wide range of real customer situations, including vulnerability, bereavement, suicidal thoughts, anger, understanding, neurodiversity, older customers, first time customers and respectful communication. It's been designed to give frontline teams simple, useful guidance they can apply straight away, while also helping organisations strengthen training and day-to-day customer support.

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.

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.

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.

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.

When customer behaviour crosses a line, teams need something clearer than informal guidance. This policy gives businesses a practical template for setting expectations, protecting colleagues and responding to difficult situations in a fair, consistent and workable way. The document is provided in Word format so it can be adapted to your organisation, services and internal procedures.

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

Watch to gain valuable knowledge on how your organisation can develop strategies to support customers and employees with empathy and professionalism.

An insightful live panel discussion exploring how organisations can collect and use meaningful vulnerability data, while balancing regulatory requirements with ethical, transparent customer support.