Supporting customers in vulnerable circumstances

This remote workshop will be delivered over two half-day sessions. First session is on 30th September and second session is on 1st October 2025, both sessions are scheduled in the morning between 09:30am - 13:00pm.

Please note that if you are not able to attend the second session, please get in contact and we can offer a place on the next workshop.

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.

Our ‘Supporting customers in vulnerable circumstances’ virtual classroom will help your staff understand the steps and actions they need to take in order to support vulnerable customers. At a time when many customers are likely to be facing a range of challenging circumstances, this course will help staff gain the skills, tools and confidence to help customers across a range of circumstances.

Delivered via Zoom, our new virtual classroom is designed to give your staff the skills to identify a vulnerable customer, have a conversation to understand their vulnerability, take action and signpost to further support.

The trainer: Colin Trend - Lead Trainer

Colin Trend has a wealth of experience in the finance and debt sector; from private, public and voluntary sector roles. He has tutored with the Money Advice Trust since 2007 and works directly with many other firms.

Colin is the lead tutor with the Money Advice Trust on their vulnerability programme, assisting both in the UK and overseas. In addition to the publications above, with Chris Fitch, he co-authored the Trust's vulnerability guidance for advice agencies, launched by the charity with the backing of a range of organisations across the advice sector in June 2016.

Course aim

The aim of this course is to provide learners with the skills required to identify, communicate, and support a vulnerable consumer.

Course objectives

By the end of this course, learners will be able to:

• Define what the term vulnerable consumer means

• Identify a vulnerable consumer, based on the information available at the time

• Identify and support a consumer with mental capacity limitations

• Apply conversational techniques to begin a conversation with a vulnerable consumer

• Apply conversational techniques to manage the disclosure of a vulnerable consumer and record the information compliantly with regulations

• Explain what support options are available to a vulnerable consumer

Who is this for?

All staff involved in identifying and talking to vulnerable customers.