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Mentoring Programme

Translating the FCA Guidance

into Practice


The Financial Conduct Authority’s Consumer Duty and Guidance on the Fair Treatment of Vulnerable Customers is widely supported; however, implementation can be a challenge.


This mentoring programme is designed to impart knowledge and practices to support consistent and compliant inclusivity.

The 6-month programme includes a 3-hour monthly meeting to share:

· A masterclass on the monthly topic

· Collaborative discussion

· Activities to deepen understanding

· Resources to support implementation

PLUS, a personal 1-hour 1-to-1 meeting to discuss vulnerability questions or challenges specific to your organisation.

All meetings will be led by Helen Pettifer.

A recording of the meeting & resources will be sent to any participant who is unable to attend a session.


The Vulnerability Mentoring Programme Overview

It's helped raise the awareness and understanding that we should focus on the support needed as opposed to the ‘why they need it’. The exercise around identifying our weak spots has helped me improve and change wording.


This programme is designed for those in the development of inclusive service provision. It includes team members involved in:

· Customer experience

· Product & Service Design

· Risk & Compliance

Each mentoring group is limited to a maximum of 8 members, to ensure everyone benefits from valuable contributions and collaborations.

Who Will Benefit from the Vulnerability Mentoring Programme?

For dates and availability on the next Vulnerability Mentoring Programme or any other questions, please contact


The monthly themes offer a comprehensive understanding of:

Client Base – the circumstances and impacts that can define your customers as vulnerable

Organisational Responsibility – legal, regulatory and moral responsibilities and how these impact policies, practices and processes

Roles & Responsibilities – specifically, how to embed the fair treatment of vulnerable customers across the workforce

Needs & Support – identifying vulnerability and sources of internal and external support to meet needs and mitigate the risk of harm to customers

Organisational Culture – developing an inclusive mindset throughout the organisation to ensure consistency and continuous improvement

Skills & Capabilities – developing confidence in recognising and responding to a range of vulnerabilities

Vulnerability Mentoring Programme Monthly Themes


I’m delighted that you are interested in embedding vulnerability into your business agenda and strategy. A culture of inclusivity brings so many benefits to your organisation.


The cost per programme member is £1,200 + VAT

Interested in Joining the Programme?

Having completed the mentoring programme I must say it is has been informative and thought provoking. Each month it digs a little deeper at you and stretches you to really think about why you do what you do and if you are just ticking boxes or making effective changes for everyone.

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