Your Vulnerable Customer Experts
We offer expert guidance and training to ensure your policies, procedures, and staff are equipped to provide the best possible outcomes for all customers, especially those in vulnerable circumstances. From assisting firm implement Vulnerability Framework to Training staff at all levels so that they have the right knowledge and skills to the job properly and can feel confident in how they are dealing with customers who are vulnerable.
The FCA is watching
Is vulnerability on the board agenda?
Do you have MI proving outcomes?
Are frontline staff trained and confident?
Are comms & complaints tailored for VC?
How we help
Framework & Review
Independent review against FCA expectations, gap analysis and action plan to make arrangements fit for purpose, embedded and effective.
Training & Capability
Practical training for all levels, recognise vulnerability, adapt interactions, record appropriately, signpost and resolve fairly.
Oversight, MI & Evidence
Controls, MI and outcome testing to prove what’s working and where to improve.
Audit and supervision-ready.
End-to-end coverage, zero guesswork
Oversight & Controls
Clear responsibility and accountability.
Staff Skills & Capabilities
Knowledge, empathy and confidence.
Customer Touchpoints
Sensitive, tailored interactions.
Comms & Complaints
Easy to express needs; fair resolution.
Monitoring & Evaluation
Track effectiveness and improve.
Management Information
The right data for leaders.
Outcome Testing
Measure real-world impact.