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Specialist Training Courses for regulated organisations

Practical training courses to help your teams support customers in vulnerable circumstances with confidence, care and consistency.

Designed to align with Consumer Duty expectations, our training focuses on inclusive communications, consumer understanding, and improved customer outcomes.

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Supporting Vulnerable Customers

1-day course
In-person or virtual
From £2400 +VAT
Vulnerable customer training for regulated organisations and other customer-facing teams who need to recognise vulnerability, respond appropriately and evidence fair customer outcomes.
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Managing Suicidal Customer Conversations

Half-day course
In-person or virtual
From £1600 +VAT
Specialist training for teams who may hear suicidal thoughts, self-harm concerns or crisis language during customer conversations.
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Equality, Diversity and Inclusion

Half-day course
In-person or virtual
From £1600 +VAT
EDI training for customer-facing and internal teams who need to understand bias, inclusion and fair treatment in day-to-day decisions and conversations.
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Resilience & Well-being for Customer Service Teams

Half-day course
In-person or virtual
From £1600 +VAT
Customer service resilience training for teams who handle emotionally difficult conversations and need practical tools to protect their well-being.
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Trauma Informed Responses

Half-day course
In-person or virtual
From £1600 +VAT
Trauma informed customer service training for teams who need to respond safely and sensitively when trauma may affect a customer's behaviour, trust or ability to engage.
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Conversations with Customers Who Can’t Pay

Half-day course
In-person or virtual
From £1600 +VAT
Specialist debt conversation training for teams handling arrears, missed payments, collections and financial hardship conversations.
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Conversations with Customers About Death

Half-day course
In-person or virtual
From £1600 +VAT
Bereavement training for financial services and customer-facing teams who need to handle death notifications, terminal illness disclosures and end-of-life conversations with care.
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NEW

Accessible and Inclusive Communication

Half-day course
In-person or virtual
From £1600 +VAT
A practical half-day course that helps customer-facing teams make written, verbal and digital communication clearer, more accessible and easier for every customer to understand.
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NEW

Financial Abuse Awareness

Half-day course
In-person or virtual
From £1600 +VAT
A ½-day course to increase awareness, build confidence and equip customer-facing teams with the knowledge and skills to identify and respond to financial abuse.
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NEW

Inclusive Product & Service Design

Half-day course
In-person or virtual
From £1600 +VAT
A half day course to explore how organisations can better understand vulnerability and embed inclusive design principles into products, services and customer communications.
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Some of the organisations we support.

Take a practical first step before deciding what support you need.

The free 5-minute Consumer Vulnerability Mini-Audit gives you instant scores across key areas of your vulnerability approach, including:

  • strategy and Consumer Duty alignment
  • customer journeys and real-life support
  • team capability and confidence
  • evidence, outcomes and ongoing improvement
Take the free mini-audit