With over 27.7 million UK adults estimated by the FCA to be displaying one or more characteristics of being in a vulnerable circumstance at any one time, it's likely that your organisation will be interacting with these customers on a frequent basis. Therefore, it’s essential that your organisation has given thought to how you want those interactions to be handled and what processes and procedures will be in place to support the designed customer journey, to ensure that a fair outcome is delivered. These considerations can be pulled together into an organisation's Vulnerable Customer / People Policy.

As businesses and organisations became more conscious of the needs and requirements of vulnerable customers / donors within their communities, employees and managers are finding difficulty in delivering appropriate and consistent service and believe that they were failing this customer group. In addition, this lack of clarity and consistency are creating a potential harm to individuals and brand reputations.

There is a need to develop a policy for each organisation to define who that audience is and how the organisation will take account of their needs. Many regulators are now calling on organisations to have such a policy.

If you don't currently have one, or yours was pulled together by one individual or has been gathering dust on the shelf ever since it was written, then this is the session for you.

During this 60-minute session run via MS Teams, Elaine will share a framework with you that provides both structure and flexibility and will encourage you and your organisation to tackle the key questions. The framework provides practical guidance on the steps to follow and the considerations to make as the policy is created and implemented for your organisation as well as who should be involved.

You'll receive a copy of the slides presented after the event.

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