Supporting Vulnerable Customers

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

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.

Building on knowledge gained in previous webinars, 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.

Presented by Hygge Associates

Learning Objectives

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

• Understand and explain what vulnerability means

• Identify signs of vulnerability

• Have some practical tools and understand how to treat vulnerable customers fairly

• Recognise and manage the emotional impact of working with vulnerability

• Understand the role of workplace and job design in supporting staff who regularly engage with vulnerable customers

Please note that the joining instructions for this CPD Event will be emailed to you 24 hours before the event.