Course Overview

This immersive eLearning course explores how firms can ensure that they are treating customers fairly by enabling customer services staff to confidently identify and support vulnerable customers.

Go behind the scenes at fictional bank TrustUs and explore what 'vulnerabilities' look like and the different scenarios they could face while dealing with vulnerable customers. Take the challenge to make the right decisions to support vulnerable customers effectively. Aim for a top Trustzar service rating for TrustUs bank or risk damaging its business.

Vulnerable Persons
Vulnerable Persons
Vulnerable Persons
Vulnerable Persons
Vulnerable Persons
Vulnerable Persons
Vulnerable Persons
Vulnerable Persons

Course Duration: 35 minutes

Available in: 1 Language

  • English English

Tagged in: FCA Compliance Training

Technical Requirements

CPD Points: No

Editable? Yes, using the Adapt Authoring Tool

What to Expect

In this course, employees will learn:

  • What does 'vulnerability' look like and how can you help
  • What do you need to know when a customer discloses a vulnerability
  • How can you use information from third parties to help customers without breaking data protection law
  • Can you spot the signs that suggest a customer may be vulnerable or have limited mental capacity

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Calculate Your Cost

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For 150+ learners,

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Exchange rates are updated regularly but are only intended as a guide.

Vulnerable Persons
Vulnerable Persons
Vulnerable Persons
Vulnerable Persons
Vulnerable Persons


The FCA are concerned for the welfare of vulnerable customers. The FCA defines a vulnerable customer 'as someone who, due to their personal circumstances, is especially susceptible to detriment, particularly when an organisation is not acting with appropriate levels of care'. The FCA requires organisations to consider taking key steps to safeguard vulnerable customers and enabling customers services staff to identify and support those in vulnerable situations.

Great Value Package

Our Compliance Essentials Suite includes all of our compliance training in one neat bundle, as well as access to our 'Take 5' microlearning courses (compact five-minute courses in the form of challenges, presentations, and short games). The suite also includes regular course updates to ensure compliance with new legislation and working practises.

What's more, our intelligent eLearning platform Astute makes it easy to evaluate learners progress, providing detailed audit trails and infographics analytics.

What's included

  • Access to all Online Compliance Training for One Great Price
  • Innovative Astute eLearning Platform
  • New Courses Added Regularly
  • Regular Course Updates
  • Downloadable Posters and Assets
  • Dedicated Account Manager
  • Customise Course Content for Your Team
  • Unlimited Help Desk Support

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