Regulatory guidelines have brought service for Vulnerable Customers
​​into focus.
​
​Whether your motivations are to achieve compliance, improve working practices or to best meet the needs of your customers,
​Helen Pettifer Training can help.

In line with the Financial Conduct Authority’s 'Guidance for firms on the fair treatment of Vulnerable Customers', we provide:

​Training
​We provide in-house training 
​for ​your front-line team as well as
​open training courses.

Compliance Support
​From identifying what you currently have
in place, to implementation and review,
our 3-month programme will support
​you through the process of embedding good practice.

​Vulnerability Toolkit
​Our documents are useful resources
​to guide you through the steps and evidence action on improving ​customer service for all.

​
​Why not get things started by reading our interpretation of the
​Financial Conduct Authority's guidance paper?
4 Steps to Treating Vulnerable Customers Fairly

DOWNLOAD NOW

​Who are your Vulnerable Customers?
In addition to those with an obvious physical or mental impairment, vulnerable customers can include those dealing with bereavement, divorce, stress and hidden disabilities. Customer service excellence is being able to spot the signs and having the understanding, and flexible policies, to provide additional time and support.

Vulnerability comes in many forms, did you know…

A key finding from the FCA’s Financial Lives Survey 2017 found that up to 50% of UK adults show characteristics of potential vulnerability.

• According to the Office for National Statistics, in 2018 there were still 5.3 million adults in the UK, or 10.0% of the adult UK population, not having access to or using the internet. How can they access your services?

 

• The Money Advice Service found that one in five British adults cannot read and understand a bank statement. Lack of financial literacy is likely to be a contributing factor in the fact that the National Audit Office (NAO) states that up to 8.3 million people in the UK are unable to pay off debts or household bills. Do your policies address this need or escalate the problem?

Customer service excellence is being able to spot the signs and having the understanding, and flexible policies, to provide additional time and support.

Email us or call 01296 596958 to discuss how we can help your organisation to confidently meet the needs of your customers.