Vulnerability isn’t always obvious.
It’s not just someone in financial difficulty. It can be someone experiencing bereavement, mental health challenges, illness, relationship breakdown, job loss, or simply feeling overwhelmed and unable to process information clearly.
Under the FCA’s Consumer Duty, firms are expected not only to treat customers fairly, but to actively identify and support those who may be vulnerable.
The risk is this: if your staff don’t know what to look for, vulnerable customers can be unintentionally overlooked.
This can lead to:
• Customers agreeing to things they don’t fully understand
• Increased complaints and distress
• Regulatory scrutiny and reputational damage
• And most importantly — harm to the person in front of you
Training helps your team recognise the signs, such as:
• Hesitation, confusion, or difficulty making decisions
• Sudden changes in behaviour or communication
• Disclosing personal life events like bereavement or illness
• Seeming anxious, pressured, or unable to absorb information
• Relying heavily on others to speak for them
But spotting vulnerability is only the first step.
Your team must also know how to respond appropriately – with patience, clarity, and empathy – while ensuring the customer can make informed decisions.
This isn’t just about compliance.
It’s about professionalism, responsibility, and doing the right thing.
At My Compliance Academy, our Vulnerable Customers training gives your staff the confidence to recognise vulnerability and respond properly — protecting both your customers and your business.
Because the way you treat your most vulnerable customers defines your integrity as a firm.
