Mini VC Toolkit: Creating a strong culture around Vulnerability

Tone from the Top – Building a Culture that Delivers for Vulnerable Customers

You can have the best policies, frameworks and training in place—but if your culture doesn’t support them, good customer outcomes simply won’t follow.

Under the Consumer Duty, firms are expected not just to say the right things, but to consistently do them. That starts with tone from the top and flows through every level of the organisation.

So how do you move from “it’s documented” to “this is how we really behave”?

In this practical 1-hour toolkit session, we’ll help you understand what a strong vulnerability culture really looks like—and how to embed it so it drives confident decision-making, supports your people, and delivers better outcomes for customers.

In this session, we’ll cover:

• What “culture” means in the context of vulnerability and Consumer Duty
• How leadership tone, colleague behaviour and psychological safety shape customer outcomes
• Where vulnerability expectations intersect with conduct and non-financial misconduct
• The warning signs of a weak or inconsistent culture
• What good looks like—from senior leadership through to frontline teams
• Practical steps to embed, evidence and strengthen your vulnerability culture day to day