Skills when Dealing with Vulnerable Clients Workshop

Empowering Customer-Facing Teams, Team Leaders / Managers and those responsible for implementing Vulnerability Frameworks to Support Vulnerable Customers with Confidence and Care.

These online interactive training programmes are designed to equip you / your team with essential skills and knowledge to identify, support, and effectively respond to vulnerable customers, ensuring regulatory compliance and delivering positive outcomes.

Summary

 Duration: 2-hour sessions

 No of attendees: 16-20

 Format: Online - Virtual delivery

 CPD: Recognised

 Trainer: Helen Pettifer

Price: £169 Members / £229 Non Members

What will I achieve by attending the training?

Each 2 x hour session will include:

• Masterclass on each topic, including delivering good customer outcomes as per the FCA’s Consumer Duty
• Break-out and group discussions / activities, Q&A opportunity, handout to take away

Training for Customer Facing Staff

The Training dates are held between: 2 May 2025 - 2 June 2025

There are 6 x 2-hour workshops altogether within this Training Programme, covering key areas such as understanding vulnerability, managing sensitive disclosures, and delivering positive outcomes in line with regulatory expectations.

Session 1: Understanding customer vulnerability

Session 2:Managing disclosure of Bereavement and terminal illness

Session 3: Managing disclosure of self- harm/suicide

Session 4: Delivering good outcomes to Vulnerabe Customers

Session 5: Drivers of vulnerability and how we can support customers

Session 6: Supporting neurodiverse customers

Each workshop can be purchased separately for £169 Members / £229 Non Members, or altogether as the full programme for £949 Members / £1249 Non Members.

Training for Team Leaders/Managers

19 May 2025

In this 2-hour session we will explore and aim to understand the following:

• The FCA requirements – the regulatory backdrop
• The different types of Vulnerabilities and how to identify them
• A look at how you can support and signpost customers  
• Supporting and training your staff
• Delivering good outcomes for Vulnerable customers
• Recording Vulnerability

Training for those who are responsible for implementing Vulnerability Frameworks

16 June 2025

During this 2-hour workshop, you will cover:

• The Regulatory backdrop and FCA expectations
• Vulnerability drivers/behaviours and your client base
• Your customer journey and supporting your customers at the different stages
• The firm’s strategy/policy and procedures
• The Governance, and oversight and responsibilities of the firm
• Relevant management information and reporting
• Delivering good outcomes for customers

Corporate Solutions

We are able to offer this workshop specifically for your company as a In-House / Corporate training session for a set fee.

We can support your business with off-the-shelf courses for those studying our financial services units, our insurance units or those looking to develop their knowledge in a wide variety of technical areas. A full list of courses can be viewed in our 2025 Corporate Training Catalogue.

Please speak with your Relationship Manager who can explore your learning needs further or contact: business.enquiries@cii.co.uk 

Public course booking

To book this training for yourself or up to 7 Delegates, please complete the below form:

Corporate (In-house) Training

To book this workshop for your company as a corporate (in-house) training session for between 8-16 Delegates, on a date that's convenient for you, please complete the below form to register your interest :

For enquiries about this course, please email to: business.enquiries@cii.co.uk

Please note: The price of the workshop is based on British Pound Sterling (GBP). The purchase price will be processed using the relevant international currency conversion rate at the point of sale. Contact us for further information.

CII workshops are sold on a first come first serve basis, and therefore availability may change, depending on the number of bookings received. Once a workshop becomes full, the above date will no longer be available, and new dates will be published.

We reserve the right to postpone the above workshop dates, subject to a minimum number of bookings received. Your booking will only be confirmed, once payment has been processed and you receive a booking confirmation email from the training team.

Can't attend on this date? Register your interest in other training workshops and future dates.

Please ensure you refer to our terms and conditions before booking on to any of our training workshops. By booking on to this workshop, you are agreeing to our terms and conditions and for your information to be shared with our training provider.