Helping Vulnerable Customers With Finance

We all face challenges at different points in life, but some experiences can mean people need extra support. In financial services, recognising when a customer may be vulnerable and knowing how to respond is essential for taking the right action and meeting regulatory expectations. It also helps prevent harm and ensures fair outcomes under the Consumer Duty.

This course will help you to build skills in communication, customer focus and personal resilience when handling sensitive conversations. You’ll explore what vulnerability in customers may involve, how to respond appropriately to disclosures and challenges, and what your responsibilities are when recording information, safeguarding customers and signposting support.

Learning Objectives

Explain why supporting vulnerable customers matters and your role in providing that support in a financial services context
Identify who may be considered vulnerable and the situations that can place someone at risk
Recognise the signs and risk factors of vulnerability in customer communications and account behaviour
Describe how to respond to potentially vulnerable customers with care and confidence
Explain how to handle disclosures sensitively and effectively to support fair outcomes
Demonstrate how to de-escalate challenging interactions and signpost appropriate support
Outline your organisation’s safeguarding arrangements, including how to record information responsibly and why consent and regulatory compliance matter