Create Solutions

Mini VC Toolkit: How do Mental Health & Addiction impact Vulnerability
2026-04-15 14:00 - 15:00 (Europe/London)
Mental health and addiction are often hidden, complex and closely linked. Customers may not disclose what they are experiencing, yet it can significantly affect how they engage, make decisions and cope with processes.
So how do you recognise the signs and how do you respond appropriately without overstepping your role?
In this 1-hour training session, we will share practical insights into how mental health and addiction influence customer behaviour, together with how to identify potential vulnerability and adapt your approach to provide the right support at the right time.
Learning outcomes:

Understanding mental health, addiction and how they overlap
The mental health continuum and why vulnerability is not fixed
How mental health and addiction impact understanding, decision making and engagement
Recognising behavioral cues and ‘red flags’ without relying on disclosure
Practical techniques for indentifying vulnerability in customer interactions
Adapting communication to support customers effectively
Knowing your role, boundaries and when to signpost to external support

Speaker: Jasbinder Kaur; with 30+ years across NHS, education and charities, Jasbiner delivers training on disability, domestic abuse, mental health and financial wellbeing, promoting equality, empowerment and engagement.

Date: 15th April 2026
Time: 2:00pm – 3:00pm

Cost: £29 +VAT per person.

To book: click to book or email deborah@createsolutions.co.uk
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Wellbeing: Prioritising Mental Health in the Workplace, Small Steps, Big Impact
2026-03-23 10:00 - 10:45
This session explores why mental health matters at work and how small, consistent actions can make a big and meaningful difference!
Through mindfulness, open discussion and practical reflection, attendees will consider simple ways to support their own wellbeing and contribute to a healthier workplace culture.
Rose, Rose, Thorn, Bud: A reflective exercise inviting participants to consider recent positives, challenges and something they’re looking forward to – helping to normalise open, balanced conversations about wellbeing.
Managing Stress and Building Resilience: Practical tools including the stress container model to help manage pressure and strengthen resilience in everyday work life.
Speaker: Sha Hussain, award-winning wellbeing consultant and former London Healthy Workplace Award verifier. Trained in the Science of Wellbeing (Yale University), Run Coach and Mental Wellbeing in Sports & Physical Activity.

Date: 23rd March 2026
Time: 10:00am – 10:45am

Cost: Free of charge

To book: click to book or email deborah@createsolutions.co.uk
Zoom details will be sent in advance.
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Bitesize Session: New FCA Consumer Credit Return now on RegData (CCR0009)
2026-03-19 14:00 - 15:00
Be prepared. Join us on this Walkthrough next week…
CCR009 is a new FCA regulatory return for consumer credit firms, used to collect data on credit broking
This session is relevant to those that have permission for the above
During the session we will walk you through the return and answer any questions you may have.

The CCR009 consumer credit regulatory return has been introduced by the FCA; it will eventually replace some other CCR returns.
Applies to firms with permission for credit broking
It collects information on permissions, business model, marketing, revenue and staff to support the FCA’s supervision and data-led approach

In this session we will have a look at the new return:

Who must submit and when
The deadlines and periods
Why the FCA are collecting this data

This session is essential for anyone who is responsible for collecting the relevant FCA Data for the returns and for Senior Management/Compliance/Risk/Finance etc. to understand the changes and be prepared and ahead of the game so that they have the data ready for submission by the deadlines.

Date: 19th March 2026
Time: 2:00pm – 3:00pm

Cost: Free of charge to Create Solutions clients or £19 +VAT per person.

To book: click to book or email deborah@createsolutions.co.uk
Zoom details will be sent in advance.
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Upping Your Game: More Than Meets the Eye
2026-03-18 14:00 - 15:00
Vulnerability training with a difference….Are you ready to have a go?

More Than Meets the Eye is an interactive training card game that challenges you and your team to see things from a new perspective.
Using a clever mix of avatars, life events, and health conditions, you’ll step into your customers’ shoes to explore how real-life circumstances shape their experience with your organisation.
In this 1-hour interactive session, you’ll play the digital version of the game — creating realistic customer scenarios and uncovering the hidden factors that drive behaviour and vulnerability.

Together, we’ll tackle questions like:

What approach should we take during the conversation?
What reasonable adjustments will help this customer?
What challenges might they be facing?
What do we need to change to improve our process?
How can we create better outcomes for every customer?

Date: 18th March 2026
Time: 2.00pm – 3.00pm

Cost: £29 plus vat per person

To book: click to book or email deborah@createsolutions.co.uk
Zoom details will be sent in advance.
Book your place

Bitesize Session: Non Financial Misconduct Rules have landed!
2026-03-17 10:00 - 11:15
Are you ready for the biggest change to FCA conduct rules in a decade? The FCA has gone ahead with its plans to extend regulation to cover bad behaviour, even when it occurs outside the workplace.
The new rules come into force in September…
This is not just a rule change; it is a cultural shift. Serious misbehavior such as bullying at work, may now go on a persons record and be reportable to the FCA. The new rules also catch some behaviour outside the office.
September 2026 may seem a long way off, but you should prepare now, don’t wait until it’s too late!
What we will cover in your time with us:

Recap on existing rules – a review of the current Conduct Rules
What does Non-Financial Misconduct mean?
How these new rules differ from and coincide with existing Conduct Rules
Why the FCA introduced these rules
Who it applies to in your firm
When it applies – Understanding the activities and circumstances where these rules apply
Getting ready – Understand what you need to do to be ready for the September 2026 deadline

This session is specifically designed for individuals responsible for implementing the Conduct Rules under the SMCR, including:

SMF Role Holders
Business Strategy Leaders
Risk Managers
Compliance Officers

Date: 17th March 2026
Time: 10:00am – 11:15am

Cost: Free of charge to Create Solutions clients or £89 +VAT per person.

To book: click to book or email deborah@createsolutions.co.uk
Zoom details will be sent in advance.
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All you need to know about Insurance!
2026-03-13 09:00 - 12:00
Our incredibly popular course ‘All you need to know about Insurance’ has been running for over 17 years and hundreds of people from our industry have benefited from attending, by gaining some basic but wide and varied knowledge about insurance and the industry to help them in their roles. It is ideal for those who want to step onto the qualifications ladder!
This is an ideal foundation course for anybody who is new to insurance as part of their induction training or for those who haven’t had any formal training in this area or as a refresher.
It is an ideal opportunity to invest in your staff, refresh their knowledge and remind them what an important, valuable and interesting industry we work in.
Here’s what we will cover:

What is insurance and why we have it?
The insurance market and the changing face of our industry
How insurance works
The insurance principles
The different types of insurance – you will be amazed at what can be insured!
How insurance is transacted
A brief look at Underwriting and Claims practices
A brief introduction into how we are regulated, an overview of the FCA’s Code of Conduct, Vulnerable Customers and Consumer Duty
What they don’t tell you in the textbooks!

Our trainer: Alan Chandler is a very experienced, professional and engaging trainer, who has trained 1000’s of people around the world on insurance technical topics and exam subjects. Alan is very passionate about his work and makes insurance interesting!
Date: 13th March 2026

Time: 9:00am – 12:00pm (this will include a comfort break and a chance to fill up your cuppa)

Cost: £89 +VAT per person.

To book: click to book or email deborah@createsolutions.co.uk
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Commercial Property Insurance - Avoiding the Underinsurance Trap
2026-03-09 15:00 - 16:00
If you work in Property Insurance – this session is for you!
Alan will examine the critical issue of underinsurance in the UK property market and how to help clients avoid this trap. Underinsurance has worsened significantly with double-digit UK inflation, and we’ll explore where inflation is heading next.
A key problem: balance sheet figures differ from insurance requirements. Alan will highlight these differences to help you warn clients effectively!
Learning Objectives:

What clients actually need to take into account when settling buildings, contents & stock sums insured
Methods for assessing the value
Explore why underinsurance is so common
The effects & problems for underinsurance for the client
The Brokers Duty
Increasing cause of professional indemnity claims against Brokers
It’s about protecting the customer, protecting your business and protecting your reputation!

Our Speaker: Alan Chandler is a widely respected insurance presenter who has guided thousands to ACII qualification, including national prize winners. His webinars reach over 100,000 people annually across the world. He has delivered training for major insurers and brokers and regularly provides technical and examination training for the Chartered Insurance Institute across the UK.
Cost: £19 plus vat per person
Attendance counts towards your individual CPD.
To book: book online or email Deborah@createsolutions.co.uk / phone 0161 870 6637.
The session will be held via Zoom, details will be included in the email confirmation when booking online or alternatively will be sent to delegates in advance of the session.
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Mini VC Toolkit: Boundaries, Communication & Signposting
2026-02-18 14:00 - 15:00
Understanding the boundaries and when and how to signpost customers to other organisations
You are not a trained counsellor and there is a limitation on what you can provide within your organisation. Part of the process is to offer customers the contact details of a support organisation.
Is this good practice or are you passing the buck?
In this 1-hour training session, we will share out insights on the importance of signposting customers to external support agencies, together with how and when to do this in conversations so that the customer doesn’t feel fobbed off.
Learning outcomes:

Understanding internal support services and options before signposting
Understand what signposting is and the benefits
Know boundaries and recognise the value of specialist services that can support customers
How and when to signpost in conversations
Getting to know the organisations you’re signposting to
Benefits of collaboration with external organisations

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

Date: 18th February 2026
Time: 2:00pm – 3:00pm

Cost: £29 +VAT per person.

To book: click to book or email deborah@createsolutions.co.uk
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Compliance Academy: Building Your Strong Foundations
2026-02-11 10:00 - 12:30
Being in a Compliance Officer role, you wear many hats and get involved in so many projects. You may feel pulled from pillar to post or that you are spinning plates (sound familiar?) It’s an exciting and responsible role. One which can make a massive difference to the success of the business and one where it can’t stand still.

This session is for those who have a compliance/risk role but is also good for those who have an SMF function/directors of companies. Build your CPD and be well equipped.

During the session we will discuss and explore the following topics:

How the Compliance Officer role is changing – Risks and Opportunities
A recap on SMCR
Governance and risk management – your link and why this is important
Consumer Duty – your role in delivering good outcomes
Having your fingers on the pulse
Resilience – looking after yourself and other stakeholders
The FCA – How they operate and interact with firms

The session will be hosted by Create Solutions and you will have the pleasure of meeting several Create Solutions Staff/consultants

Date: 11th February 2026 Time: 10:00am – 12:30pm (including breaks)

Cost: £325 plus vat per person

To book: click to book or email deborah@createsolutions.co.uk
Zoom details will be sent in advance.

Book your place

Bitesize Session: Staying compliant in 2026
2026-02-03 10:00 - 11:00
FCA compliance is an ever-evolving part of your business.
How do you find time to sift through and digest all of this, work out what’s relevant to your business and make the changes needed?
Fear not! We are always by your side.
Our reason for getting up in the morning is to support you to navigate this maze!
This Regulatory Bitesize session is essential suitable for those with a compliance role but will also benefit heads of departments in all business areas (sales, product governance, risk, training, claims, underwriting etc…). Also, those with an oversight role e.g., managers, SMF’s and Board members.
We will cover what you need to do for the following topics:

FCA focus in 2026
FCA Returns – the changes
Complaints Handling
Consumer Duty – FCA expectations (a few years on…)
Vulnerable Customers
Changes to rules re Pricing
Training – what has changed?

Book now and let us help you keep on track. Hear from your Create Solutions team. We have our ears to the ground and are ready to support you.

Date: 3rd February 2026
Time: 10:00am – 11:00am

Cost: Free of charge to Create Solutions clients or £19 +VAT per person

To book: click to book or email deborah@createsolutions.co.uk
Zoom details will be sent in advance.
Book your place

Making the Most of the Current Soft Market
2026-01-14 14:30 - 15:30
With emphasis on maximising client protection
There are significant gaps in most client’s insurance portfolios, and this presentation will explain how these gaps can best be filled.
The softening market provides an ideal opportunity for brokers to maximise client protection, but this can only be achieved by understanding where the coverage gaps usually arise and how solutions to these gaps can best be presented to clients.
This webinar will be presented by Alan Chandler, one of the most respected presenters in the UK, and Alan will take you on a journey on how to make the most of the current soft market conditions.
Learning Objectives
Following this course, you will:

Be able to understand the main gaps that usually arise in a client’s portfolio.
Be able to understand how to best explain to clients how to fill these gaps.
Be able to understand how a soft market provides the best possible opportunity to maximise client protection

This webinar will be particularly important for brokers and underwriters but also anyone involved in the claims process will find it useful to see where coverage gaps are occurring.
Date: 14th January 2026
Time: 2:30-3:30pm
Cost: £29 plus vat per person
Attendance can count towards your individual CPD.
To book: book online or email Deborah@createsolutions.co.uk / phone 0161 870 6637.
The session will be held via Zoom, details will be included in the email confirmation when booking online or alternatively will be sent to delegates in advance of the session.

Book your place
