Vulnerable Customer Training — FCA Consumer Duty Aligned and Immediately Applicable
Every organisation serves vulnerable customers — whether they realise it or not. Vulnerability can affect anyone at any stage of life and may be caused by health conditions, financial difficulties, bereavement, life events, language barriers, mental health challenges, neurodiversity or reduced capability. For organisations in financial services, insurance, housing, utilities, local authority and contact centre environments, the ability to identify and support vulnerable customers is no longer optional.
The FCA's Consumer Duty regulation places clear obligations on firms to deliver good outcomes, avoid foreseeable harm and ensure fair treatment — including for customers in vulnerable circumstances. This practical full-day programme gives customer-facing teams the BRUCE, IDEA and TEXAS frameworks, Communication Skills and safeguarding knowledge to identify vulnerability, explore circumstances sensitively and manage disclosures professionally — with realistic role-play throughout.
Want to discuss Consumer Duty aligned training for your organisation? Email training@elevateimpacttraining.com
Half-Day Awareness Workshop vs Full-Day Training Programme
Both formats develop genuine vulnerable customer skills. The right choice depends on your teams' current knowledge level and the depth of Consumer Duty compliance your organisation needs.
| Half-Day Workshop | Full-Day Programme | |
|---|---|---|
| Positioning | Awareness and skills injection — ideal for whole-organisation rollouts across customer-facing teams | Comprehensive training — deep framework practice, regulatory understanding and behavioural change |
| Duration | 3–3.5 hours | 6–7 hours |
| Best For | All customer-facing staff needing a practical introduction to vulnerability and Consumer Duty | Advisers, managers and specialist teams where deeper framework application and compliance confidence is required |
| Content | Vulnerability drivers, BRUCE overview, communication skills and Consumer Duty awareness | Full Consumer Duty, all three frameworks (BRUCE, IDEA, TEXAS), role-play, safeguarding and recording obligations |
| Practice | 2–3 focused exercises and facilitated vulnerability conversation discussion | Multiple realistic customer conversations, framework role-plays and personal workplace action planning |
| Investment | Lower — ideal for large-scale rollouts across multiple teams | Premium — stronger ROI through deeper compliance confidence and improved customer outcomes |
Not sure which format is right for your teams? Call 07544 534759.
What Teams and Organisations Gain From This Programme
Clear understanding of customer vulnerability — the FCA definition, the four drivers (Health, Life Events, Financial Resilience and Capability) and why identification matters commercially and regulatorily
Practical application of the BRUCE Framework — recognising vulnerability in telephone, face-to-face and written customer interactions, including non-obvious indicators
Confident use of the IDEA Framework — sensitively exploring a customer's circumstances, impact and support needs without causing distress
Professional management of vulnerability disclosures using the TEXAS Framework — Thank, Explain, Explicit Consent, Ask, Signpost
Comprehensive understanding of FCA Consumer Duty obligations — including FG21/1 guidance, safeguarding responsibilities and vulnerability recording requirements
A personal workplace action plan — specific improvements to how each delegate identifies, supports and records vulnerable customer interactions from day one
Full-Day Vulnerable Customer Training Programme
Delegates establish what customer vulnerability means under the FCA definition, explore the four key drivers (Health, Life Events, Financial Resilience and Capability), and understand their Consumer Duty obligations under FG21/1 guidance. They apply the BRUCE Framework to recognise vulnerability indicators in realistic customer scenarios — including non-obvious signs — then use the IDEA Framework to practise sensitively exploring a customer's circumstances, impact and support needs without causing distress.
Delegates apply the TEXAS Framework to manage vulnerability disclosures professionally — Thank, Explain, Explicit Consent, Ask, Signpost — with structured role-play practice and facilitator feedback on handling distressing and sensitive disclosures with care. They then develop active listening, effective questioning, trust-building and communication adaptation skills through live customer conversation exercises, building the confidence to respond naturally and compliantly in every vulnerable customer interaction.
Delegates develop a clear understanding of their safeguarding responsibilities and professional boundaries, learn to signpost vulnerable customers to appropriate internal and external support, and apply the correct escalation processes and vulnerability recording requirements under data protection and compliance obligations. Every delegate leaves with a personalised workplace action plan — specific improvements to how they identify, support and record vulnerable customer interactions from the very next shift.
Suitable For Customer-Facing Teams Across Regulated and Service Sectors
Customer service teams, contact centre advisers, financial services professionals, insurance advisers, housing officers, income recovery teams, utility providers, local authority employees, complaints teams and customer experience professionals. Also suitable for managers and team leaders responsible for Consumer Duty compliance and customer outcome delivery. No previous training required.
Need this tailored to your sector and Consumer Duty obligations? Email training@elevateimpacttraining.com
Flexible Delivery — Wherever You Are
Every Vulnerable Customer Training programme is designed around your organisation — not delivered from a generic script. In-house at your workplace or virtually, with customer scenarios built around your sector, products and regulatory context.
Face-to-Face
Delivered at your workplace — with scenarios built around your customer types and regulatory context
Virtual
Delivered via Microsoft Teams or Zoom — same quality, full interaction
Bespoke
Scenarios and role-plays built around your actual customer interactions, products and Consumer Duty obligations
Vulnerable Customer Training Wherever Your Organisation Needs It
Every programme is delivered entirely in-house — at your workplace or virtually. We do not run public courses. We deliver face-to-face across England, Scotland, Wales, Northern Ireland and Europe, including London, Manchester, Birmingham, Leeds, Edinburgh, Cardiff and Belfast, and virtually via Microsoft Teams or Zoom to teams anywhere.
To discuss in-house vulnerable customer training for your organisation, call 07544 534759 or email training@elevateimpacttraining.com