Supporting Vulnerable Customers: Confidence, Care and Compliance in Insurance & Financial

Supporting vulnerable customers is not just a regulatory requirement — it’s a human one. In insurance and financial services, professionals regularly speak with people who are considered vulnerable. These conversations can be complex, emotionally charged, and high‑stakes.

In this session, we’ll blend FCA expectations with wellbeing insights. You’ll learn how to recognise vulnerability, adapt your approach, and support customers in a way that is compassionate, compliant, and sustainable. We’ll also explore the emotional impact of this work — including the risk of vicarious trauma — and what individuals and organisations can do to protect staff who regularly support vulnerable customers.

Learning Objectives

By the end of the session, participants will be able to:

• Understand and explain what vulnerability means and identify signs
• Have some practical tools and understand how to treat vulnerable customers fairly
• Recognise and respond to the emotional impact of working with vulnerability, including how workplace and job design can support staff who regularly engage with vulnerable customers.