A vulnerable customer is someone who, due to their personal circumstances, is especially susceptible to harm, particularly when a firm is not acting with appropriate levels of care. Characteristics of vulnerability could be poor health, such as cognitive impairment, life events such as new caring responsibilities, low resilience to cope with financial or emotional shocks and low capability, such as poor literacy or numeracy skills.
This Vulnerable Customers training course is designed to help organisations understand the needs of vulnerable customers and adapt their behaviours to meet those needs and provide a flexible, supportive level of care.
Key Learning Points
This course will help you to:
- Understand how to identify a potentially vulnerable customer
- Understand what steps you and your firm can take to help vulnerable customers
Audience
This course is designed for all customer-facing employees and management teams.
Compliance eLearning that helps you...
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