Need to comply with Vulnerable Customer legislation?
Helen Pettifer Training has designed a series of documents to guide you through the process of embedding a culture of customer service excellence for all in your organisation.
​In completing these documents, you will be able to evidence the actions you have taken towards regulatory compliance.

In line with the FCA’s ‘Guidance for firms on the fair treatment of Vulnerable Customers’, and suitable for every organisation across all sectors, we can provide:

​Vulnerable Customer
​Audit
A step-by-step guide to analysing the strengths of your organisation, as well as gaps in provision, when it comes to meeting the needs of vulnerable customers.
£249

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Vulnerable Customer
Policy Template
Containing the core information for a vulnerable customer policy, you can use this document as it is, or tailor it to reflect the nature of your business and customer journey.
FREE

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Setting up a ​Focus Group
Guidance
​For real insight into how your organisation is perceived and used, setting up a vulnerable customer
focus group is a key element. These guidelines help you to prepare.
​£19.99

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Monitoring & Evaluating Guidance
​This document focuses on three stages in the customer journey, along with customer feedback, to assess and evaluate changes to the outcomes for vulnerable customers.
£249

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Once completed, each of these documents can evidence that your organisation is taking active steps to identify and address gaps in provision for vulnerable customers.

Why not get things started by reading our interpretation of the ​Financial Conduct Authority's guidance paper?

Download article here

Buy Understanding Vulnerability from Amazon here

buy here

Signposting and Training Resources document
​
​This FREE document includes a list of organisations and resources that can be valuable if a customer requires additional or specialist support.

DOWNLOAD HERE

For more information on these compliance documents, or any aspect of consumer vulnerability, please email us.

We also offer Vulnerable Customer Training and you may find it beneficial to read our blogs.
If you have a question about any documents, please email us