Resources on financial difficulty and debt support.

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.

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.

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.

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