Summer Training Programme – Day 6 Vulnerable Customers – Practical Handling
Thursday 20th August |10:00 – 11:00 | £75 | 1 CPD hour
Training Overview
Agenda
| Why vulnerable customers matter (regulatory context) |
| Understanding vulnerability |
| Recognising vulnerability in practice |
| Practical handling techniques |
| Key takeaways & actions |
By the end of this session, delegates will:
- Understand what customer vulnerability means in financial services
- Recognise signs of vulnerability in real interactions
- Apply practical techniques for handling conversations sensitively
- Meet expectations under FCA Consumer Duty
- Feel confident supporting vulnerable customers appropriately
What you will gain:
- Strong Understanding of FCA Expectations
- Ability to Recognise Vulnerability in Real Situations
- Practical Customer Handling Skills
- A Simple, Usable Framework (CARE Model)
- Confidence in Difficult Conversations
- Better Decision-Making for Customer Outcomes
Who should attend:
- Customer-facing staff (call centres, branches, advisors)
- Collections and complaints teams
- Operations and servicing teams
- Risk & compliance professionals
- Team leaders and managers
CPD
A CPD certificate will be provided to all attendees, which may be considered appropriate by your company for the accrual of CPD hours. This course will qualify for 1 CPD hour.
Training and Venue Information
| CPD Authorised | Yes |
| Event Date | 20-08-2026 |
| Event End Date | 20-08-2026 |
| Price | £75 |
| Location | Online Training |