Key Learning Points:

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

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Course Overview

This online training course on Vulnerable Persons is set in an immersive format and looks at how firms can ensure that they are treating customers fairly by enabling customer services staff to confidently identify and support vulnerable customers.

This course will explore how employees can help safeguard vulnerable people, using some key communication techniques to develop your confidence in supporting vulnerable customers, while also meeting legal obligations.

Course Details

Course duration: 35 minutes
Immersive learning course
Certificate on completion
Course can be tailored using Adapt Authoring Tool

Course Contents

This online training course on Vulnerable Persons is broken down into four main topics

Understanding Vulnerabilities

The Financial Conduct Authority (FCA) defines three categories of vulnerability – particularly vulnerable, vulnerable and potentially vulnerable. This topic looks at the two categories in particular that the FCA requires firms to consider, what could cause people to become vulnerable, the potential impacts on a vulnerable person’s financial situation and decisions, and what can firms do to help.

Handling Customer Disclosures

Customers may worry about making disclosures about their circumstances for a number of reasons. It is vital that customer service staff recognise the trust that customers place in them when making a disclosure. This topic explains how staff must deal with disclosures and how to use the FCA endorsed TEXAS tool for handling customer disclosures effectively.

Handling 3rd Party Disclosures

Disclosures from third parties are important. Friends, family and carers can supply valuable information but only if you handle them effectively. This topic demonstrates the use of CARERS communications guidance tool to ensure that you staff record helpful information from carers while meeting data protection requirements and supporting vulnerable customers effectively.

Identifying Undisclosed Vulnerabilities

Vulnerable customers tend not to disclose their circumstances to financial service providers. All staff who deal directly with customers need to look out for possible barriers to disclosure. In this topic, learners will understand how to identify red flags that suggest that a customer is in a vulnerable situation and why it is important to identify and support them to safeguard their wellbeing and avoid FCA sanctions.

Who Should Take This Course?

This eLearning course is recommended for all customer-facing employees of firms regulated by the FCA including:

Customers Services Representatives
Complaints Handlers
Support Team Members
Account Managers

The Assessment

Learners 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. Learners must make the right decisions to support vulnerable customers effectively and aim for a top Trustzar service rating for TrustUs bank or risk damaging its business.

On successful completion of the course, learners will be able to download a certificate of achievement. Learners can also take the assessment again to improve their score.

2 Ways of Purchasing

You can purchase our courses individually or for even better value you can purchase the complete range of Compliance, Health and Safety or Performance Management courses in one neat bundle.

1. Individual Licenses

If you buy courses on an individual bases you pay a price per learner, per course per year. You can run these courses on your own LMS if Xapi/SCORM compliant or you can take them.

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2. Complete Bundle

Buy all of the Compliance, Health and Safety or Performance Management courses in one great value package and receive unlimited benefits.

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1. Individual Pricing

Number of Learners	Cost (per year)
1 - 10	29 / per learner
11 - 20	25 / per learner
21 - 50	20 / per learner
51 - 100	15 / per learner
101 - 150	10 / per learner
150+	POA

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

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2. Complete Bundle Pricing

If you buy all the Compliance, Health & Safety or Performance Management in a complete bundle, all features come as standard, no matter the size of your organisation!

Number of Learners	Cost (per year)
1 - 100	30 / per learner
101 - 200	25 / per learner
201 - 300	21 / per learner
301 - 400	18 / per learner
401 - 500	15 / per learner
501 - 750	12.50 / per learner
751 - 1000	10 / per learner
1001 - 2500	8 / per learner
2501 - 5000	6 / per learner
5000 - 10,000	5 / per learner
10,000 +	POA

Included Features

All courses in our catalogue
New courses added regularly
Branded, downloadable posters
Customise Course Content for Your Team
Astute eLearning Platform
Regular course updates
Dedicated Account Manager
Unlimited help desk support

Exchange rates are updated regularly but are only intended as a guide. Prices are based on a 2 year contract.

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FCA and Vulnerable Customers

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.

FAQ's

If you have any questions that are not covered here, please get in touch.

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What is a vulnerability?

A vulnerability can occur due to a range of reasons - from health problems to limited confidence in managing finances. Businesses and their staff must be aware of vulnerable persons to ensure that all consumers in the financial services industry are protected and treated fairly. Businesses must consider how their customers could be affected by the vulnerability.

What are the three classifications of vulnerability?

The Financial Conduct Authority (FCA) has established three classifications of vulnerability - potentially vulnerable where a customer is not vulnerable at the time but they could become vulnerable in the future; vulnerable where a customer is in a position which places them at particular risk of harm; and particularly vulnerable where customers are at the greatest risk of harm, which could be imminent and have dangerous consequences.

Why is it important to treat vulnerable persons fairly?

Vulnerable persons are often under tremendous financial and emotional stress which can subsequently affect their financial situation and well-being. When businesses commit to safeguarding vulnerable persons, they are not only ensuring compliance with FCA regulation, but it also demonstrates responsibility and integrity which will subsequently attract customers to their services.

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Vulnerable Persons