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Identifying indicators of vulnerability is a key challenge for your customer facing staff. Do your colleagues know when they are speaking with a vulnerable customer? What are your processes for communicating with customers in vulnerable circumstances? Firms are making progress to address the expectations of the regulator in this area, but more can be done.

About this workshop

Health, disability, unemployment, bereavement, domestic violence and addiction can all contribute to making someone more vulnerable. Customers in vulnerable circumstances are especially susceptible to detriment. Your staff need to know how to identify and work with these customers in a way that is both consistent and fair. This can have a positive impact on your ability to recover debts, employee morale and your reputation as a responsible organisation. Mental capacity limitations can result in customers having significant problems with understanding, remembering, and evaluating information about credit products they are applying for, as well as communicating a decision about this.


To help your staff understand the steps and actions they need to take in order to identify and work with customers in vulnerable circumstances.

What is Covered

  • What is meant by ‘vulnerability’?
  • Factors that contribute to vulnerability
  • Potential barriers for vulnerable customers making a disclosure and ways to overcome these
  • The four steps to identifying vulnerable customers
  • The five principles for supporting vulnerable customers
  • Relevant legislation and regulation
  • Identify what ‘mental capacity’ and a ‘mental capacity limitation’ are
  • The four points of the IDEA technique as a tool for understanding the significance of the vulnerability presented
  • Recognise the ways in which a customer with a mental capacity limitation can be identified and supported
  • Identify the key principles of working with customers with a mental capacity limitation
  • Identify the key components of the BRUCE tool

Who should attend?

  • Vulnerability and Customer Service leads
  • Compliance, Quality Assurance Heads and Leads
  • Risk, Control, Internal Audit decision makers
  • Human Resource and Learning and Development professionals
  • Managers responsible or working in contact centres
  • Specialist vulnerability colleagues

Your Trainer

Caroline Wells is an award-winning Customer Insight professional with over 25 years of transformational leadership in financial services. Caroline has a deep-rooted knowledge of customer experience, consumer vulnerability, diversity legislation, outreach and complaints handling.

Since leaving a senior position at the Financial Ombudsman Service in 2017, Caroline now advises businesses in and outside of financial services. She also works with The Money Advice Trust, is an independent advisor to several organisations, and is a Commissioner on Energy UK’s Commission for Customers in Vulnerable Circumstances. Caroline is also a member of several professional bodies including, ICS and CIPR.


Caroline Wells


20 available
Member£400.00 ex. VAT

Please fill in all required fields

20 available

Please fill in all required fields


9th December
09:00 - 16:30
Free - £400
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CPD Hours


22 City Road, Finsbury Square
London, EC1Y 2AJ United Kingdom
Venue Website: