Half day (3 hours)

Learning Outcomes

Gain a   clear definition of a vulnerable customer according to the FCA, explore   various categories of vulnerability, and uncover the impact of behavioural   biases on decision-making.

   Master practical communication tools to build rapport with vulnerable   customers, cultivate empathy, and adapt your customer service approach to   cater to their specific needs.

   Deepen your knowledge of relevant consumer protection laws, Financial   Ombudsman Service guidelines, and data protection regulations to ensure   responsible handling of vulnerable customer information.

Course Outline

Introduction   to Vulnerable Customers

   Understanding Vulnerability and Behavioural Biases in Financial   Services

   Understanding Harm and Foreseeable Harm

   Identification of Vulnerability

   Handling Vulnerable Information and Support Strategies

   Vulnerability Disclosures and Data Protection

   Scenario-Based Learning and Application

   Closing Session: Q&A and Wrap-Up