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Supporting Vulnerable Customers

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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Course overview

Duration

1-day

Delivery

In-person or virtual

Delegates

Max. 16 delegates

Fee

£2,400 + VAT

FCA Consumer Duty puts the focus on what happens in real customer interactions. Your policies matter, but they only work if staff know how to spot signs of vulnerability, ask the right questions and offer support without making assumptions.

This course gives delegates a clear understanding of the drivers and indicators of vulnerability, including health, life events, financial resilience and capability. It turns FCA vulnerable customers guidance into practical responses teams can use in calls, emails, online chatbots and face-to-face conversations.

Through discussion, case studies and reflection, delegates build the confidence to adapt their language, record relevant information appropriately, signpost well and reduce the risk of poor customer outcomes.

Who is this course for?

Customer-facing team members
Claims handlers
Complaints handlers
Contact centre advisers
Payment and collections teams
Vulnerability Champions and vulnerability leads
Customer service team leaders and managers
Customer experience, quality assurance, L&D and compliance teams

Course Reviews

NICOLA E

21 May 2026

A great refresher as always and always impressed with Helens knowledge and the changing landscape that this subject brings with FCA requirements. Thank you

Aaron G

15 May 2026

A very enjoyable training course; a potentially sensitive subject to discuss was done so in a matter that kept it informative and engaging.

Roisin M

13 May 2026

The course was very informative. It helped greatly that the content was delivered in the context relative to the job roles of the attendees. It was very pleasing to see everyone was engaged and participated, particularly over a long session, which is testament to Helen and her delivery. Another positive was the difference in delivery styles throughout the session (powerpoint/group discussion/breakout groups etc) which would have benefit varying learning preferences. It is clear Helen is very passionate.

Benjamin S

27 April 2026

Great host, engaging and genuine - more fidget toys please!

Sophie R

24 April 2026

I think the course was very useful and done in a great way that it was interactive but not in your face.

Nicky I

23 April 2026

You can see Helen thoroughly enjoys what she does and brings it out in her her presentation

Sukdev D

23 April 2026

I was a bit apprehensive before attending the course but after attending it I can give it a 10/10. From start to finish it was brilliant. Everyone was involved and that was down to Helen, she did an amazing job in presenting the course

Ben B

10 March 2026

Very well-rounded, knowledgeable and engaging session. Would certainly recommend to anyone in an insurance environment who would be customer facing

John D

9 March 2026

An excellent course and well presented

What this course covers

What vulnerability can look like across different customer situations
The main drivers of vulnerability and how they can overlap
How to spot signs that a customer may need extra support
How to ask clear, respectful questions without making assumptions
How to adapt conversations and service steps to meet different needs
How to record disclosures in a useful, proportionate and respectful way
When and how to signpost customers to specialist support
Case studies that help delegates apply the learning to realistic customer scenarios

How this training benefits your organisation

Gives staff a shared way to identify and respond to customer vulnerability
Supports Consumer Duty expectations by helping teams reduce foreseeable harm and improve customer support
Creates more consistent customer experiences across calls, complaints, claims and service journeys
Helps managers evidence that frontline teams have received relevant vulnerable customer training
Reduces the risk of missed disclosures, poor handling, complaints and avoidable escalations
Builds staff confidence when conversations become sensitive or emotionally charged