Course curriculum

  • 01
    Welcome to the course!
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    • Welcome!
    • How to complete this training
  • 02
    Chapter 1: The FCA and vulnerability
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    • The FCA and vulnerability
    • Protocols - Download
  • 03
    Chapter 2: Identifying vulnerable customers
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    • Identifying vulnerable customers - what does vulnerable mean?
    • Drivers of vulnerability
    • Drivers of vulnerability - download
    • Why is Fair Treatment Important
    • How to identify vulnerable customers
    • 'CARE' protocol for identifying vulnerable customers
    • Identifying vulnerable customers - Test your learning
  • 04
    Chapter 3: How to speak to vulnerable customers
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    • Aims of the conversation
    • Why is 'how' we say things important?
    • Guiding the conversation
    • Guiding the conversation
  • 05
    Chapter 4: Recording vulnerability
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    • Recording Vulnerability
    • Recording Vulnerability Quiz
  • 06
    Chapter 5 - Solutions and offering support
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    • Support options
    • Support solutions
    • Signposting - list of external support providers
  • 07
    Next steps
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    • Final Exam
    • Final Exam
    • Congratulations, you have completed your training