Dealing with Vulnerable Customers – one day course

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Date(s) - 11/10/2018
9:00 am - 4:00 pm

2nd Floor, Barlow House,


The FCA are looking very closely at how firms deal with Vulnerable Customers as part of its business plan, so it is important that regulated firms a can demonstrate that they have commitment from the top, have appropriate policies and procedures in place and that staff have been trained in this important topic. 

At the end of this one-day workshop delegates will be able to understand why dealing with Vulnerable Customers properly is important; be able to explain the different types of vulnerability; know how to identify Vulnerable Customers and explain ways of dealing with them. They will also understand the skills required to be able to deal with potential difficult situations.

Topics covered during the day:

  • What is a Vulnerable Customer?
  • Why this is important and why firms need to take seriously – including a look at culture
  • Identifying Vulnerable Customers
  • Dealing with Vulnerable Customers – and how to deal with the properly
  • A look at Behavioral Economics
  • Responsibility, Governance and Procedures
  • The importance of staff training in how to deal with Vulnerable Customers
  • Consequences of not dealing with Vulnerable Customers properly – fines, reputational damage etc.
  •  Other considerations – Third Parties, Appointed Representatives, Outsourcing, Due Diligence, Risk management

Who should attend:

  • Managers, Supervisors, Team Leaders, Senior Management, Directors, Approved Persons, Those working in: compliance, risk, complaints, sales, customer service, TCF champions, training and operations

Methods Used:

  • Presentation, Q&A, Discussion, Role Play/Case Studies


£235 plus vat (lunch and refreshments provided throughout the day) please let us know in advance if you have any dietary requirements

For further information or to book places please contact


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