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Consultancy Services

Tailored support to help

embed vulnerability

Contact Me

My consultancy services enable your organisation to make a difference.



Is your organisation keen to improve the quality of services provided to vulnerable customers, yet not know where to start? 

Are you looking to align your organisation with the Financial Conduct Authority's (FCA) guidance on treating vulnerable customers fairly? 

I will set you on the right track.

As a specialist in service excellence for vulnerable customers, my consultancy services provide a clear direction, tailored to your vision.


I will work with your leadership team to:

Define your organisation’s purpose, objectives and mission for vulnerable customers


Create a meaningful definition of vulnerable customers


Review existing policies, processes and practices against the FCA guidance


Review the content of vulnerable customer training material


Recommend resources and services to fill knowledge or resource gaps


Support the building and training of an internal vulnerable customer specialist team

Embedding Customer Service Excellence for All

I aim to support your organisation to embed customer service excellence for all.

I have drawn on my expertise and research to support many financial firms to address vulnerability, achieve compliance and feel compelled to deliver stand out services.

Define, Review and Recommend to Improve Vulnerable Customer Services

Working with Helen was a pleasure. Extremely knowledgeable and insightful, while able to easily discuss complex issues of consumer vulnerability in ways that made sense.

Helen’s work added great benefit to our approach to consumer vulnerability and staff training.

Patient and clear, I wouldn’t hesitate to recommend Helen to others.

The Consumer Council

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