This eLearning course is designed for staff working in the financial services sector, where the FCA expects firms to understand the needs of their customers — including those in vulnerable circumstances — and to deliver outcomes that take those needs into account. Financial decisions can have a profound impact on customers, so identifying and supporting those who are vulnerable is central to treating customers fairly.
The course begins by introducing the concept of customer vulnerability and the FCA's expectations of firms. It explores the many circumstances that can give rise to vulnerability, including physical and mental health conditions, life events such as bereavement, divorce or job loss, and factors affecting a customer's financial resilience or capability.
Learners are then shown how to identify potential vulnerability during customer interactions, recognising the verbal and non-verbal signs that a customer may need additional support. The course sets out a clear support protocol, giving staff a consistent framework to follow when engaging with vulnerable customers.
The training emphasises the practical do's and don'ts of supporting vulnerable customers, the appropriate next steps and internal escalation routes, and the importance of signposting customers to relevant external help. Upon completion, learners will be confident in recognising vulnerability and responding in a way that delivers fair outcomes and treats customers with empathy and respect.
