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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.

The Financial Conduct Authority expects you to be able to evidence that your outcomes for vulnerable customers are as good as those of other customers. You need to show how good outcomes result from all of the efforts and activities that are in place, and in particular that you are preventing avoidable harms.

So, what is a 'good outcome' and how do we decide which outcomes we need to monitor? Why do they matter so much when it comes to vulnerability? And, how do firms go about doing all of this?

If you are responsible for ensuring that a product, service or process is delivering good customer outcomes then our training session can help.

Consumer outcomes: development and measurement

Delivered online

12 & 13 April 2023

9:00 AM - 1:00 PM

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"It is clear that outcomes matter, but how do you know which outcomes matter most and how to monitor if those outcomes are good enough? This course will equip all participants with a structured and repeatable process to design, develop, deliver and embed great outcomes monitoring within a firm and to be able to evidence when good outcomes are being consistently achieved."

Tim Hawley, Vulnerability Consultant, Money Advice Trust

Course overview

Course aim: to provide learners with a systematic process that enables you to identify, measure, monitor and evidence how well your organisation is achieving good outcomes, tailored towards the specific products and services that your organisation provides.

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

  • Assess their current firms' approach towards outcome monitoring and setup new outcome monitoring that prevent harms occurring
  • Understand regulatory expectations for good outcomes
  • Design an effective Management Information system (MI)
  • Understand how to choose appropriate outcome measures for your firm
  • Apply principles of good MI.

Who is this for? Those responsible for ensuring that a product, service or process is delivering good customer outcomes.

Meet the trainer: Tim Hawley

Tim Hawley is a Vulnerability Consultant at the Money Advice Trust. He has over 17 years of financial service experience, most recently leading a multiple award winning vulnerability program as Director of Consumer Vulnerability at Capital One. Tim now supports others on that journey through training and consultancy with the Money Advice Trust.

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.

Have a question about our public sessions?

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