Six live online sessions.
Five lived-experience spotlights.
One sector standard.
In March 2025, the FCA published its review of Customers in Vulnerable Circumstances. In April 2025, PIMFA published its own ‘Understanding Customer Vulnerability’ Guide.
The Customer Vulnerability Learning Programme (CVLP) is the only training in the sector that integrates both.
Built specifically for wealth managers, private banks and advice firms, the programme takes teams beyond awareness and into evidenced capability — helping firms meet FCA expectations, strengthen Consumer Duty outcomes and build more consistent support for customers in vulnerable circumstances.
Book one place. Bring a colleague for free.
For this cohort, firms can book one place and bring a colleague at no additional cost.
Use code CXQ8HTTW at checkout to secure two places for the price of one.
This is ideal for firms that need to build consistent capability across Compliance, Consumer Duty, Vulnerability, Client Services, Operations, Risk and frontline teams.
Built on FCA expectations. Proven with PIMFA members.
Cohort 1 launched last year and brought together 27 senior practitioners from leading wealth managers, private banks and advice firms. Participants rated the programme 4.78/5 overall and 4.89/5 for relevance to their role.
Here is what they told us:
“The combination of lived experience from consumers and expert knowledge of the course tutors really added value across a challenging programme in a short space of time. Definitely worth the cost.” Head of Compliance, Wealth Management firm.
“I would encourage anyone working with or involved in vulnerable client reviews to attend this course. Very knowledgeable and personable presenters, good engagement from all participants, and the lived experiences were really useful in understanding specific vulnerabilities from the client’s perspective — not just a business process. Absolutely recommend.” Consumer Duty Manager, Private bank.
“As someone already passionate about vulnerable client characteristics, this helped solidify the work already done, what more is needed, and gave affirmation that the journey I am leading our firm on as SME is the right one — and for the right reasons.” Vulnerability Lead, Advice firm.
Why does this matter now?
The regulator has made clear that firms must do more than identify vulnerable customers. They must be able to show how they are supporting them, monitoring outcomes and improving practice.
As Alison Walters, FCA Director of Consumer Finance, has warned, the FCA will use “the pointy end of our toolkit” where firms fall short.
Band-aid solutions won’t cut it.
Identification. Outcomes monitoring. MI. Staff capability. Product and service design. These are no longer isolated workstreams. They are part of the evidence-based firms that need to demonstrate that vulnerable customers are receiving the support they are entitled to.
A unique learning programme for the wealth management sector
Led by the award-winning vulnerability training team at The Money Advice Trust, the programme is a full-on, immersive, root-and-branch training experience. It gives your firm the know-how to transform its processes, systems, and people, and deliver better outcomes for customers in vulnerable circumstances.
The Programme will help your firm to:
- Accelerate the adoption of new FCA expectations on vulnerability in your firm
- Design best-in-class experiences for Customers in vulnerable circumstances
- Build and lead a more effective strategy on vulnerability
- Anticipate, evaluate, and proactively respond to FCA expectations
- Embed a customer-centric culture into how the firm operates day-to-day
Who should attend?
This programme is designed for professionals working across:
Compliance, Consumer Duty, Vulnerability, Risk, Operations, Client services, Advice and financial planning, Training and competence, Product and proposition, Complaints and customer outcomes. It is particularly relevant for firms looking to move beyond policy statements and into practical, firm-wide delivery.
Next steps
Download the brochure to see how the programme can support your firm-wide vulnerability strategy.
For this cohort, firms can book one place and bring a colleague at no additional cost.
Use code CXQ8HTTW at checkout to secure two places for the price of one.
PIMFA Members should ensure they are logged in to access member pricing.
