Supporting business customers in vulnerable circumstances
People who run small businesses are no less likely to be in a vulnerable situation than anyone else, and yet much of the progress made on vulnerability in recent years has focused on the context of personal, rather than business, customers.
Given the importance of small businesses to the UK economy, understanding the nature and impact of vulnerability within this context is crucial – as the Trust’s recent joint report with the Lending Standards Board has shown.
This course from the Trust brings together industry insight and insight from our Business Debtline service to provide practical tools to identify and support business customers in vulnerable circumstances.
To help your staff understand the steps and actions they need to take in order to identify and work with business customers in vulnerable circumstances.
Who is it for?
All frontline, customer-facing staff, management, specialist teams, back office staff and relevant suppliers.
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