Supporting Customers Experiencing Low Resilience Training

According to the FCA’s financial survey in May 2022, 12.9 million UK adults had low financial resilience. Most people had seen their financial situations worsen and over a third have found it impossible to cope with their finances.
Now more than ever, it is crucial that firms support their customers and their staff where resilience issues are identified.

An essential course for building staff confidence – for those on the frontline dealing with customers. It is also ideal for Vulnerable Customers or Wellbeing Champions, Mental Health Champions, Team Leaders, Compliance, Training, Audit functions, Customer Service, Consumer Duty Champions, Sales & Claims staff.

Learning Objectives
By the end of the session delegates will be able to:

  • Understand the FCA resilience driver
  • Recognise a wide range of situations that lead to low resilience and how these impact customers
  • Know how to support a customer experiencing low resilience and how to record relevant information
  • Apply the knowledge gained from the course to better support customers.

Course content
Understanding Resilience
– Definition
– Types of resilience
– The importance of resilience

Resilience in Vulnerability
– The FCA Driver
– What does this mean and what does it look like?
– Financial resilience
– Emotional resilience
– Other resilience

Impacts of Resilience
– Wellbeing
– Financial
– Capability
– Communication

Supporting Resilience
– Managing the conversation
– Emotional support
– Practical support
– Recording resilience

Our Trainer for this session is Helen Pettifer:
Helen is a leading authority on vulnerable customer issues helping firms understand and deal with their vulnerable customers, especially those experiencing suicidal thoughts. Drawing on personal experience, industry insights and conversations with those directly impacted. Helen is committed to doing all she can to reduce the number of people who feel they’re out of options and can’t carry on living.

Cost: £99 plus vat per person
Delivery: Interactive webinar via Zoom
Delegates will receive a certificate of attendance.

To book: email or phone 0161 870 6637. Zoom details will be sent in advance of the session.


Oct 11 2023


9:00 am - 12:00 pm