Part 2 of the Conduct, Ethics & Consumer Protection trackIn authoring · pre-pilot

Treating Vulnerable Customers Fairly

Identify the FCA's four drivers of vulnerability — often undeclared — and adapt the interaction in real time to deliver and evidence a good outcome for at-risk customers, without stripping their autonomy.

Most vulnerability is situational, temporary and never disclosed, yet the FCA's 2026 active supervision of the Consumer Duty expects you to respond to the drivers you could reasonably have spotted. The second course in the Conduct, Ethics & Consumer Protection Track, it builds directly on Consumer Duty in Practice — taking the vulnerability lens introduced there and turning it into a working skill. Across Engage, Share, Practice and Perform you surface your own blind spots, learn the four drivers and the spot-adapt-record loop, work real gray-zone calls with feedback, and finally prove your judgment in writing and attest to it.

43 min·13 learning objects·intermediate·For: All Conduct-Rules staff: product, distribution, complaints handling, and front-line advisers

QuestionVideoFlash cardVideo quizOrderingShort answerAssessment quizForm

How the program runs — four phases.

Engage

Surface the gap. Place your own instincts against the four drivers before any teaching — honestly, as your desk really handles at-risk customers this quarter.

How well do you actually catch vulnerability?Question
The customer who never said they were strugglingVideo

Teach the models. The four drivers as live, mostly-undeclared signals; the two failure modes of missing it and over-labelling; and the spot-adapt-record loop that delivers a good outcome.

The four drivers — and why most are invisibleVideo
Spot, adapt, record — without taking overVideo
The drivers and the handling loop — recall setFlash card

Practice

Apply the model with feedback: a bereavement closure, a pressured pension transfer, the cancellation call in the right order, an arrears-letter rewrite, and the recall that locks it in.

The bereavement closure — spotting the driverVideo quiz
The pressured pension transferVideo quiz
Run the gray-zone cancellation call in the right orderOrdering
Rewrite the arrears letter for a customer in difficultyShort answer
Gray-zone recall setFlash card

Perform

Prove it. Write the vulnerability-handling rationale a supervisor could read cold, pass the gray-zone knowledge gate, and put your name to a Conduct Rule 6 commitment.

Write the vulnerability-handling rationale you'd show the FCAShort answer
Treating vulnerable customers — knowledge gateAssessment quiz
Your vulnerable-customer commitment & Conduct Rule 6 attestationForm

Start with

Consumer Duty in Practice: Delivering Good Outcomes & Consumer Understanding

Related in this track

Run this program on your team.

Book a demo and we'll run "Treating Vulnerable Customers Fairly" end to end on your people — the AI asks, your people think — or point the Forge at your own material instead (a pre-pilot capability preview).

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