Vulnerable Customers

In today’s dynamic and highly regulated environment, understanding how to identify and support vulnerable customers is not just a best practice—it's a regulatory necessity. This course is designed to equip professionals with the knowledge, tools, and confidence to engage with vulnerable customers in a fair, empathetic, and compliant manner.

Throughout this session, learners will explore the definition and drivers of customer vulnerability, the expectations set by the FCA (Financial Conduct Authority), and the practical communication techniques necessary to support vulnerable individuals effectively. You’ll learn how to recognize both visible and hidden signs of vulnerability, apply key models such as TEXAS and BRUCE for customer interaction, and navigate complex, sensitive conversations with care and professionalism.

Whether you’re in financial services, customer support, compliance, or any client-facing role, this course will help you better understand your customers’ needs and deliver outcomes that are both ethical and effective.

Learning Objectives:

By the end of the course, participants will be able to:

• Define what constitutes a vulnerable customer and understand the FCA's guidance.

• Identify signs of vulnerability in a range of scenarios.

• Apply compliant procedures for supporting vulnerable individuals.

• Use empathy-driven communication strategies to build trust.

• Handle sensitive situations and difficult calls with confidence and professionalism.

• Maintain accurate and lawful records, respecting GDPR principles.

• Navigate complex or escalating cases using structured frameworks.

Ideal for:

Customer service professionals, financial advisors, compliance teams, and anyone in a customer-facing role who must ensure ethical and inclusive service delivery.