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Public sessions

Our public vulnerability courses cover a range of subjects to help staff develop the skills to identify, communicate and support customers in vulnerable circumstances.

With research showing that one in four adults will experience a mental health problem, creditors need to ensure they have the right systems, processes and staff training in place to help customers who may experience the challenges that poor mental health can bring.

Being aware of the range of mental health problems and their impact on a person’s ability to manage their finances is a vital part of understanding your customers and achieving the right outcomes for your organisation, key expectations of the Financial Conduct Authority.

Supporting customers with mental health conditions

Delivered online via Zoom

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Course overview

Course aim: The aim of this course is to provide learners with the skills required to communicate with and support a vulnerable customer with a mental health condition effectively.


Course outcomes - By the end of this course, learners will be able to:

  • Identify the challenges customers with mental health problems may face in their day-to-day life
  • Identify the impact of not supporting customers with mental health problems can have on their firm and colleagues
  • Apply conversational techniques to have a conversation with customers with mental health problems
  • Apply conversational techniques to manage the disclosure of a mental health problem
  • Explain what support options are available to a customer with mental health problems.

Who is this for? All front-line, customer-facing staff, management, specialist teams, back-office staff and relevant suppliers.

Meet the expert: Zoe Medlock Vulnerability Consultant

Zoe Medlock is an expert in consumer vulnerability strategy and implementation.

With over ten years’ experience of working in the sector, before joining the Money Advice Trust team, Zoe was most recently responsible for developing and delivering Barclays’ vulnerability strategy.

Zoe specialises in mental health and, as well as her role with the Money Advice Trust, she also works with the Money and Mental Health Institute to assess firms against their Mental Health Accessible Standard. In 2020 Zoe developed the Trust’s Mental Health training.

Zoe has extensive experience of working with firms to create policies, standards and procedures which help to embed support for customers in the processes and governance structures that count. She has developed and delivered bank-wide training and knowledge strategies for customer vulnerability.

Training options

We can also deliver our training courses virtually in-house and via e-learning to staff. This can be tailored to your organisation’s needs and requirements, get in touch to find out more.

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