BOOSTER – Increase Staff Confidence in Recognising and Supporting Vulnerable Customers – 22nd March 2023 3:00-4:00pm

An essential course for staff who want to increase their confidence in recognising and supporting Vulnerable Customers!


Firms will now be examining their training plans as part of their Consumer Duty work to see if their staff have the rights skills to support customers who may have vulnerability characteristics.

Many firms have policies and procedures in place, but there is a need for staff to increase their confidence in this area.


We are therefore putting on this course. This 2-hour Booster session will help staff. Places are limited on this course. It will be an interactive course and a workbook will be distributed in advance.


We recommend you book your places early as it will fill up quickly.


This is an ideal course for Vulnerable customer champions, front line staff, trainers, compliance personnel, QA staff and anyone who has a responsibility in this area.


By the end of the course,  delegates will be able to:


  • Recognise a wide range of characteristics and behaviours that could indicate vulnerability.
  • Understand and address the different and additional needs of customers experiencing vulnerability.
  • Build a resource of useful and appropriate questions and responses and know how and when to apply them.
  • Apply the knowledge gained to better support customers experiencing vulnerability.


Course Content


Recognising Vulnerability

  • Behaviours and characteristics of vulnerability.
  • Volunteered and detected disclosure.

Responding to Vulnerability

  • Recognising and addressing emotional needs.
  • Recognising and addressing practical needs.


Date: 22nd March 2023

Time: 2pm – 4pm

Cost: Just £129 plus vat per person

Delivery: Via Zoom


Our Trainer/consultant for this session is Helen Pettifer  

Helen Pettifer is a leading authority on vulnerable customer issues helping firms understand and deal with their vulnerable customers.


Delegates will receive a certificate of attendance.


To book contact: email or phone 0161 870 6637



Mar 22 2023


2:00 pm - 4:00 pm

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