Businesses typically come to us because they are concerned about failing to meet regulatory guidance.
From a vulnerable customer health-check to show the current position, through the creation and implementation of a vulnerable customer policy, Helen Pettifer Training ensures your company can evidence the steps towards continuous improvement.

Vulnerable Customer Programme
Helen Pettifer Training offers a 3-month programme to support your organisation through the stages:

​Our involvement will be an initial meeting to discuss your requirements. We will work with you through the health-check document. Following the meeting, we will create a report which highlights good practice, identifies gaps in current provision and recommends actions and resources which will improve outcomes for your vulnerable customers. Your organisation take responsibility for implementation.

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​We will provide a Vulnerable Customer Policy, which can be tailored to better reflect the nature of your organisation and its interactions with vulnerable customers. Our consultancy service will identify ways to implement the Vulnerable Customer Policy. Your team will be responsible for actioning our recommendations.

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​​We will arrange in-house Vulnerable Customer Training for your employees. This can be tailored to address specific priorities.

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​We will provide you with guidance on how to set up a Vulnerable Customer Focus Group, including how to encourage good representation from customers. The organisation of this group will be managed in-house.

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​We will provide guidance for monitoring and evaluating your progress towards better supporting the needs of vulnerable customers. 

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Vulnerable Strategy Checklist
Is your organisation providing a positive experience for vulnerable consumers?
We have created a FREE Vulnerable Strategy Checklist, designed to help you assess your ability to support vulnerable customers and to identify any gaps.

Download checklist

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Empowering Staff to Serve Vulnerable Customers
Through training, the provision of resources and the creation of an underpinning policy, we can ensure that your team are empowered to deliver customer service excellence to all.

At the end of the 3-month programme, you will have sufficient processes in place to regularly monitor progress and adapt your services accordingly. Larger organisations may choose to secure our support for another round of guidance, training, customer insight and review.

Please Email us to arrange a meeting regarding the Vulnerable Customer Support Programme.