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TRUST: Recognising Vulnerability & Making Reasonable Adjustments (Full Day)

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Get the training you need from the experts to help your organisation compliantly and responsibly handle vulnerable consumers within the UK.

About this event

Almost every organisation will interact with consumers who, at times, will find it harder than usual to make informed decisions about the choices offered to them, due to their circumstances. Ask yourself, does your organisation always know when you are interacting with a consumer in a vulnerable circumstance?

Can you easily identify those needing reasonable adjustments and are you able to offer alternative solutions rather than inadvertently making a difficult situation even more challenging? If the answer to any of these questions is "no" then this is the session for you!

In their February 2021 Financial Lives Survey report, the UK's Financial Conduct Authority noted that 53% of UK consumers currently show one or more characteristics of potential vulnerability (27.7 million) – based on their health, financial resilience and capability, and on life events that could be having a detrimental impact on them. The coronavirus pandemic has already affected these statistics with the FCA's October survey already showing a 15% increase on the numbers from the February survey.

This full-day online session has been designed by vulnerability experts from within the direct marketing industry and is relevant to all organisations that interact directly or indirectly with the public. It's designed for those at either an introductory or intermediate level of knowledge. It will benefit a broad range of employees working with consumers in vulnerable circumstances. During the session you will:

  • Appreciate that vulnerability is complex and changeable - helping you recognise vulnerability when you see it
  • Participate in breakout groups
  • Understand what reasonable adjustments can be made and decide which are the most appropriate for your consumers
  • Learn about the impact on your staff of handling contacts with customers and understand how to best support your teams
  • Examine real life case studies to apply your learning
  • Take away a practical e-book to share within your organisation

These sessions are run by Elaine Lee of ReynoldsBusbyLee Ltd and Jacqui Workman of KMB Ltd, who have been championing the needs of Vulnerable Consumers for over a decade as co-chairs of the DMA's Vulnerable Consumers Working Group and have been running training sessions since 2016. The sessions will be run on MS Teams and you will be sent a link to your chosen event after registration.

What prior attendees have said:

"The session was brilliant!" Louise James, Mind

“Being in a financial difficulties team, this is something I do and will experience all the time, so being able to literally experience how some vulnerable customers live has definitely benefited me." Olivia Edmonds, American Express

"The session provided us with brilliant insight and focus for our business to further develop its vulnerable customer processes and policies." Ben Sellers, Simply Health

"There are parts of the session that we can easily use with our contact centre teams." Colette Craney, RSA Group

"I was exceptionally impressed with Jacqui and Elaine!" David Ramsay, World Vision

"There were some really useful topics covered today and I am excited to take these themes back to the organisation to discuss and roll out both in training and in a wider supporter experience way." Chandni Sahni, British Redcross

Cost to attend this full-day session: £499 + VAT


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Online event

Refund policy

Refunds up to 7 days before event

Eventbrite's fee is nonrefundable.

Organiser Elaine Lee

Organiser of TRUST: Recognising Vulnerability & Making Reasonable Adjustments (Full Day)

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