Cost of living
Supporting creditor staff and your vulnerable customers
Recently, the FCA issued a Dear CEO letter to more than 3,500 lenders, outlining their expectations on firms to support customers affected by the rising cost of living. As living costs continue to rise, vulnerable customers need particular attention from firms to make sure they are treated appropriately and receiving the support they need.
Alongside the FCA’s recent Dear CEO letter, the FCA also released a review of how firms have been embedding their vulnerability guidance a year on from it being introduced. The review takes a look at the positive steps firms have taken to embed the vulnerability guidance and the areas where the FCA expect to see improvement.
Invisible designs: FCA warns firms about its expectations on vulnerability
In this blog post, Money Advice Trust Vulnerability Lead Consultant, Chris Fitch reflects on how the FCA, following on from their recent ‘Dear CEO’ letter, expect firms to design out vulnerability, as well as respond to it.
You can also access our guidance on inclusive design for firms in partnership with Fair By Design here.
Cost of living training package
As living costs continue to rise, we understand the importance of getting help to your customers in vulnerable circumstances. That’s why we have launched a cost of living training package for firms. Our package will allow your staff to attend two of our most relevant courses, ‘Supporting customers in vulnerable circumstances‘ and ‘Building personal resilience‘ at a discounted rate (up to 16 people).
This package will enable staff to:
- Identify a customer who is vulnerable
- Have a meaningful conversation with your customers to identify support options
- Have an awareness of other organisations who may be able to help your customers
- Maintain your own resilience during this difficult period
- Identify where your staff can get further support if they need it.
Our supporting customers in vulnerable circumstances course is Assured by City & Guilds and your staff will receive a digital credential from City & Guilds to demonstrate their attendance and completion.
Public vulnerability training sessions:
- Consumer Duty in action
- Supporting customers in vulnerable circumstances
- Inclusive design for essential services
- Supporting customers with addictions
- Data, GDPR and vulnerability
- Supporting customers with mental health conditions
- Consumer outcomes: development and measurement
- Suicide First Aid
- Building personal resilience
Other helpful vulnerability resources
Contact our training team
If you would like further information, or to discuss how we might be able to support your work in this area, please get in touch.
Submit a training enquiry
Complete our simple enquiry form by answering a few questions to help us meet your training needs.
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