FCA: Talking to Vulnerable Customers: From Warning Signs to Good Outcomes

Work alongside your coach, Aimee, as you handle realistic customer calls and meetings involving a range of vulnerable customer situations. Through interactive conversations, you'll identify signs of vulnerability, adapt your communication style and make decisions that support fair customer outcomes in line with FCA expectations and the Consumer Duty. By applying your judgement in practical scenarios, you'll build the confidence to respond appropriately, communicate with empathy and ensure customers receive the support they need.

The duration time of 25 minutes is a guide and may vary based on the learner's existing knowledge. We estimate this course to take between 10 and 40 minutes.