Supporting Vulnerable Customers
Help staff recognise the drivers of vulnerability and adapt their service to deliver good outcomes, in line with FCA guidance and the Consumer Duty.
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Request a demoWhat is customer vulnerability and why does it matter?
A vulnerable customer is someone especially susceptible to harm, particularly when a firm does not act with appropriate care. The FCA identifies four drivers: health, life events, resilience and capability. It matters because anyone can become vulnerable, often suddenly, and missing the signs can cause real harm to the customer and serious regulatory risk to the firm.
Who needs vulnerable customer training?
This training is designed for all customer-facing staff and those who design products and communications. Because anyone can become vulnerable, often suddenly and temporarily, staff need to recognise the signs, adapt their service with empathy, and record and act on vulnerability so support is consistent across the firm.
What does vulnerable customer training cover?
The training helps staff recognise the signs that a customer may be vulnerable and understand the four drivers behind them. It shows how to adapt communication and service to individual needs with empathy, and how to record and act on vulnerability appropriately so that support is consistent across the firm rather than dependent on who happens to answer.
What does the FCA expect on vulnerable customers?
The FCA expects firms to identify vulnerability and respond so that vulnerable customers experience outcomes as good as everyone else’s. Its guidance asks firms to understand customer needs, equip staff to recognise and respond, and monitor outcomes. Under the Consumer Duty, this care for those in vulnerable circumstances is a core obligation, not optional good practice.
What your team will learn
- Identify the four drivers of vulnerability
- Recognise signs that a customer may be vulnerable
- Adapt communication and service to individual needs
- Record and act on vulnerability appropriately
What's included
- ~20 min of focused, scenario-based learning
- CPD accredited (CII)
- Built-in quiz with a configurable pass mark
- Reviewed and kept current with UK regulation
- Time-stamped completion records for your audit trail
How it works
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Assign it in seconds
Enrol a team, a role or your whole firm from the CityREPORTS dashboard, with automated reminders that chase completion for you.
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Your team completes it
Learners work through the course at their own pace on any device, finishing with a short assessment that demonstrates understanding.
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Evidence it to the regulator
Every completion is time-stamped and retained, so you can prove the right people did the right training at any moment.
Frequently asked questions
- What are the four drivers of vulnerability?
- The FCA identifies four drivers of vulnerability: health (conditions affecting day-to-day activities), life events (such as bereavement or job loss), resilience (low ability to withstand financial or emotional shocks) and capability (low knowledge or confidence in managing money). Any of these can make a customer more susceptible to harm.
- What does the FCA expect on vulnerable customers?
- The FCA expects firms to identify vulnerability and respond to it so that vulnerable customers experience outcomes as good as those of everyone else. Its guidance asks firms to understand their customers' needs, equip staff to recognise and respond to vulnerability, and monitor whether they are delivering good outcomes in practice.
- How do vulnerable customers relate to the Consumer Duty?
- The Consumer Duty requires firms to act to deliver good outcomes for all retail customers, with particular care for those in vulnerable circumstances. Supporting vulnerable customers well is therefore not just good practice but a core part of meeting Consumer Duty obligations on products, price, understanding and support.
- Who needs vulnerable customer training?
- All customer-facing staff and those who design products and communications benefit from vulnerable customer training. Because anyone can become vulnerable, often suddenly and temporarily, staff need to recognise the signs, adapt their service with empathy, and record and act on vulnerability so support is consistent across the firm.
Related courses
Consumer Duty
FCA Consumer Duty training covering the four outcomes and cross-cutting rules, helping every role deliver and evidence good outcomes for retail customers.
Complaints Handling
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