Supporting customers in vulnerable circumstances

Supporting customers in vulnerable circumstances
Name of course: Supporting customers in vulnerable circumstances
Brief summary of course:

Health, disability, unemployment, bereavement, domestic violence and addiction can all contribute to making someone more vulnerable.

Customers in vulnerable circumstances are especially susceptible to detriment.

Your staff need to know how to identify and work with these customers in a way that is both consistent and fair. This can have a positive impact on your ability to recover debts, employee morale and your reputation as a responsible organisation.

Course outline

To help your staff understand the steps and actions they need to take in order to identify and work with customers in vulnerable circumstances.

Who is it for?
All front-line, customer-facing staff, management, specialist teams, back office staff and relevant suppliers.

What’s covered?

Key factors that may impact on vulnerability and categories of vulnerability
Statutory principles under the Mental Capacity Act, including which individuals may act in a legal capacity for the person in debt
The TEXAS protocol for handling disclosure of sensitive personal information
The four points of the Compass technique as a tool for understanding the significance of the vulnerability presented
Different pathways for debtors to obtain free, independent, money advice

Benefits to you:

Improve your reputation as a responsible organisation that treats customers fairly
Gain the skills, tools and confidence to handle customers in vulnerable circumstances fairly and consistently
Improve your debt recovery rates and broken repayment arrangements, and minimise the likelihood of additional costs
Meet your legal and regulatory responsibilities under the Mental Capacity Act and Data Protection Act
Supports all parts of your business (lending, customer service, fraud, retention, collections and digital)


In-house: we come to you and deliver a one-day session customised for your staff. This includes full access to e-learning as a pre-course module

E-learning: a device responsive 30-40 minute e-learning package

Public courses: alongside participants from other companies at a venue set by us

Consultancy: we work with you to develop training, policies and principles that take your workplace practices into account

Phone Number: 020 7653 9734
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Course Title: Supporting customers in vulnerable circumstances