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Good Outcomes for Vulnerable Customers

Companies have a legal obligation to identify the signs of vulnerability and ensure that vulnerable individuals are treated fairly.

The FCA defines a vulnerable person as someone who is susceptible to harm when a firm doesn't act with the appropriate level of care. Personal circumstances relating to health, life events, resilience and capability increase an individual's risk of vulnerability.

Our Good Outcomes for Vulnerable Customers Course will help your employees to better identify, understand and address the needs of those in vulnerable circumstances.

Learning objectives

  • Recognise who is vulnerable, and the different ways in which people may be vulnerable
  • Identify signs and triggers (eg in account performance or customer communications) that may indicate vulnerability
  • Understand and follow the measures that our Firm has adopted to safeguard customers who are vulnerable
  • Take appropriate action to safeguard vulnerable people
  • Handle disclosures more effectively in line with industry-approved tools
  • Know what information we can record and how to meet data protection requirements

Introduction

Recognising Vulnerability

  • Scenario 1: Sara's new friend
  • Scale of vulnerability in the UK

Who is vulnerable?

  • Cost-of-living crisis & vulnerability
  • You decide: Recognising the drivers
  • Actual versus potential vulnerability
  • You decide: Who is vulnerable?
  • Vulnerability & the spectrum of risk
  • You decide: Gauging vulnerability
  • Cases: In the news
  • The consequences of vulnerability
  • Our impact on vulnerable customers

Recognising customer vulnerability

  • You decide: Is it a concern?
  • Recognising the barriers

Ensuring fair treatment of vulnerable customers

  • Your responsibility
  • Best practice
  • Handling disclosures

A more flexible approach

  • Scenario: Jakub's account

Data protection requirements

  • Involvement of third parties

Summary

Affirmation

Assessment

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Your questions, answered

Are Skillcast courses SCORM-compliant?

Yes. This means they can be delivered via the Skillcast Portal or any other SCORM-compliant Learning Management System.

What other tools are needed beyond training?

A comprehensive compliance solution often needs more than just training. Alongside e-learning, tools like declarationssurveys, and registers that track compliance tasks are usually essential. Skillcast provides full support to help you set up these additional tools.

Is our training content still compliant with the latest legislation?

  • You can check the latest course content updates in our library updates page: https://www.skillcast.com/compliance-course-library-updates
  • For major legislative changes, we:
    • Will send you email alerts to ensure you are notified
    • Offer you a free trial of newly created or updated content
    • Host webinars with compliance experts to explain the changes and how our training supports your ongoing compliance

Can you translate our content into other languages?

Yes, we offer translations in a wide range of languages. Let us know your needs, and we’ll confirm availability or work with you to plan translations for your selected modules.

How can I give employees a secure way to record suspicious activity so we can act quickly?

Our Suspicious Activity Register allows staff to log concerns or irregularities they observe, helping you detect potential issues early. The secure register can be reviewed by compliance teams, enabling prompt investigation and action.

What file types are supported by the Skillcast system?

Features

Supported file types and details

File Exchange

File types: PDF, Excel spreadsheets, Word documents, SCORM and xAPI files, and compressed zip files. Max file size: Default is 1GB, can be increased to a max of 2GB

SCORM files

Versions: SCORM 1.2, SCORM 1.2 for Moodle, SCORM 2004 2nd, 3rd and 4th Edition. Max file size: 1024MB

xAPI file

Max file size: 2GB

Videos

File types: MP4 or MOV. Videos must be optimised, with a max file size of 100MB. If the file is bigger, our Design Team can help

Images

File types: jpg, png and gif. The file size should ideally be 100KB, but it can be up to 250KB

CPD evidence

File types: Word, PDF, Excel and CSV. File size: the limit should be whatever the portal config option is set to. Servers are set to max 2GB

Policy documents

PDF or Word File size: the limit should be whatever the portal config option is set to. Servers are set to max 2GB

Offline activities evidence

File types: PDF, DOC, DOCX, XLS, XLSX, CSV, PNG, GIF, JPEG, JPG, PPTX and MSG. File size: the limit should be whatever the portal config option is set to. Servers are set to max 2GB

Client logo files

File types provided by client: EPS, PDF, AI and SVG

Registers

PDF, DOC, DOCX, XLS, XLSX, CSV, PPT, PPTX, POT, PPA, PPS, JPG, JPEG, PJEPG, PNG, BMP, GIF, MP4, MOV, WMV, CPTX, CP, TXT, ZIP and MSG files

Declarations

JPG, JPEG, PNG, GIF, XLS and XLSX files