Customer vulnerability consulting and workshops
When developing your vulnerable customer strategy, benefit from our sector-leading expertise and knowhow – via our workshops, reviews and consulting services.
Understanding what the FCA’s customer vulnerability requirements mean in practice
(An introduction to customer vulnerability)
This (up to) 4–hour workshop provides an overview of the core concepts and essential topics of customer vulnerability, for regulated firms which need to comply with Consumer Duty.
Customer vulnerability in depth
This 1-day workshop provides an in-depth look at customer vulnerability, for regulated firms which need to comply with the FCA’s Consumer Duty regulations. It explores topics in depth and provides organisations with a solid level of knowledge on which to build a better vulnerable customer strategy, more quickly and with fewer sidesteps. This is a highly practical and interactive workshop, using examples based around the firms’ specific needs and customer base.
Consumer Duty board report review and workshop
A gap analysis of a firm’s Consumer Duty board report, compared to the FCA’s requirements. An initial desk-based assessment, followed by a workshop to work through the gaps. This combined assessment and optional workshop helps organisations to compile meaningful and robust Consumer Duty board reports.
Vulnerable customer journey mapping
Firms use customer journeys to better understand and enhance the overall customer experience. Customer journeys map out the interactions customers have with a firm. However, for vulnerable customers, ‘generic’ customer journeys are limited, often unrealistic and seldom effective. This workshop is designed to help you build customer journeys which are representative of your actual customers – based on data.