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Vulnerable Customers training

Six microlessons on supporting customers in vulnerable circumstances: how to spot vulnerability, what the FCA expects, building a vulnerability policy and monitoring outcomes, with situational tests and a certificate of completion.

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Vulnerable Customers (UK) course preview
6Short, TikTok-style microlessonsIn the browser or the iOS and Android apps

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  • 2Assessments
  • 6Microlessons
  • IncludedCertificate of completion
About this course

What the Vulnerable Customers course covers

This course covers how to identify and support vulnerable customers in six microlessons. It explains the types and signs of vulnerability, the FCA's expectations and the Consumer Duty outcomes, the relevant UK law and the ethical balance between protection and autonomy. Learners then see how to build a vulnerable customer policy, assess and respond to customer needs, and monitor and report outcomes. It is written for financial services and works for any customer-facing team.

Learning outcomes

What your people will be able to do

  • Identify the different types of customer vulnerability
  • Apply FCA guidance and ethical principles in customer interactions
  • Develop and put in place a vulnerable customer policy
  • Assess and respond to the needs of vulnerable customers
  • Monitor, report and improve outcomes for vulnerable customers
  • Meet the relevant legal and data protection requirements
Course contents

6 microlessons

Each microlesson is a short, TikTok-style video lesson, with knowledge checks along the way.

1Introduction to Customer Vulnerability
2Identifying Vulnerable Customers
3Regulatory Framework and Ethical Considerations Around Vulnerable Customers
4Developing a Vulnerable Customer Policy
5Assessing and Responding to Vulnerable Customer Needs
6Monitoring and Reporting Mechanisms of Vulnerable Customers

  1. Introduction to Customer Vulnerability: What vulnerability means and the FCA's role.
  2. Identifying Vulnerable Customers: Types, signs and indicators of vulnerability.
  3. Regulatory Framework and Ethical Considerations Around Vulnerable Customers: FCA expectations, UK law and balancing protection with autonomy.
  4. Developing a Vulnerable Customer Policy: What a vulnerable customer policy needs to include.
  5. Assessing and Responding to Vulnerable Customer Needs: Flexible products, service and communications in practice.
  6. Monitoring and Reporting Mechanisms of Vulnerable Customers: Tracking cases, monitoring staff and reporting outcomes.
A 5Mins certificate of completion for Vulnerable Customers (UK), lying on a desk next to a laptop
Certificate

A certificate for every learner who completes it

Learners finish every microlesson and pass the assessments with a score of 80% or more. 5Mins then issues a certificate of completion for Vulnerable Customers (UK).

  • Certificates and e-signatures stored against each learner
  • Audit-ready records, ready whenever an auditor asks
  • Completion shows on the Compliance Dashboard in real time
Audience and regulation

Who it's for and the law it covers

Who it's for

  • Customer-facing staff in financial services
  • Contact center, collections and complaints teams
  • Team leaders and managers
  • Compliance, risk and policy owners

Laws covered

  • FG21/1, the FCA guidance on the fair treatment of vulnerable customers. Explains the four drivers of vulnerability (health, life events, resilience and capability) and what firms should do to understand and respond to them.
  • The Consumer Duty (Principle 12). Requires good outcomes for all retail customers, including those in vulnerable circumstances, across products and services, price and value, consumer understanding and consumer support.
  • UK GDPR and the Data Protection Act 2018. Information about a customer's health or circumstances must be recorded and used lawfully.
How it runs in 5Mins

Assign it once, then let 5Mins do the chasing

Every course in the 5Mins library runs on the same zero-admin engine.

  • EnrollAuto-enroll

    Enroll people automatically from your HR system, with 100+ HRIS platforms supported.

  • RemindReminders

    Nudges by email, Slack, Microsoft Teams and push until the course is done.

  • RepeatRecurrence

    Set the course to repeat, for example every 12 months, and 5Mins re-enrolls people for you.

  • CertifyCertificates

    Certificates and e-signatures are issued and stored for every completion.

  • ProveAudit-ready records

    See who is complete, at risk or overdue on the Compliance Dashboard, and prove it any time.

Customer stories

Compliance teams that swapped chasing for results

Compliance, HR and L&D leaders on what changed when they moved their training to 5Mins. Pick a team to see what changed.

ComplianceCompliance Training Insurance, 205 colleagues 100%

compliance completion and pass rate since go-live

  • ~1 day saved on each compliance course (HR estimate)
  • Automated reminders and reporting

Since go-live, our compliance completion and pass rates are 100%, and it's the quickest we've ever got there. Automated reminders and reporting save us about a day per course.

Laura ChappellLaura ChappellHR Director, Collingwood
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ComplianceCompliance Training Insurance and emergency accommodation 87%

less session time, from 2.5-3 hour sessions to modules of 25 minutes at most

  • 12 monthly sessions a year, up from 3-4
  • 95% content creation time saved

Our compliance sessions used to be two and a half to three hours in a room, and we could fit in three or four a year. Now we cover one topic a month, and I can see exactly what people are retaining.

Lucy WybornLucy WybornDirector of Learning and Development, ICAB
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ComplianceCompliance Training Legal services 80%

completion on mandatory training, up from 20%

  • Mobile microlessons finished between calls
  • Manager view of each team's progress

We were sitting at 20% completion on our mandatory training. We're now at 80%. People finish short lessons between calls, on mobile, and managers can see where their teams are, so chasing completion is no longer a one-person job.

Jamie WaltonJamie WaltonGroup Learning and Development Officer, Winn Solicitors
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ComplianceCompliance Training Fintech and digital banking On demand

training log showing who did what, when, and the pass rate

  • Any device phone or laptop, at their own pace
  • Rolling refreshers through the year

When I engage with the FCA, I can show that every team has had training tailored to their role, that it's up to date, and that it runs throughout the year, with a full log of who's done what.

Abdul GofurAbdul GofurHead of Compliance & Anti-Financial Crime, nsave
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★ Free sample lesson

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Free course catalogues

Take the catalogues with you

Free PDF catalogues to share with your compliance lead, your managers or your board.

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Financial services

Global Financial Compliance Catalogue

Specialized compliance training for financial services teams working across borders, covering AML, risk management, customer due diligence and international regulations.

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UK compliance

UK Compliance Catalogue

Built for UK organizations, covering GDPR, RIDDOR, Martyn's Law, employment law and the regulations your team needs day to day.

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Compliance

Global Compliance Catalogue

Stay compliant across every market you operate in, with regulatory training covering GDPR, data protection, workplace safety and more.

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Your questions answered

Questions about Vulnerable Customers training

How long is the Vulnerable Customers course?

It's made up of 6 microlessons, each under 5 minutes. Learners can finish it in one sitting or spread it over a few days, and 5Mins sends reminders until it is done.

Is there a certificate?

Yes. Learners get a certificate of completion once they finish every microlesson and pass the situational tests. The pass mark is 80%, and the record is stored in 5Mins for audits.

What are the drivers of vulnerability?

The FCA groups them into four: health, life events, resilience and capability. The second microlesson shows the signs to look for in conversations and transactions.

Is this course only for financial services?

It's built around FCA expectations, but the skills of spotting vulnerability and adapting your service apply in any customer-facing role. For teams outside the UK, see Vulnerable Customers (Global).

How often should staff take this training?

Most firms refresh it every year and after changes to their vulnerability policy. In 5Mins you can set the course to repeat, for example every 12 months.

Can I try the course first?

Yes. Request a free sample lesson and book a short demo with our team. After your demo, we'll share sample lessons with you so you can see the format for yourself.

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