Money Advice Trust > For creditors > Training and consultancy for companies > Supporting customers in vulnerable circumstances

Supporting customers in vulnerable circumstances


​Health, disability, unemployment, bereavement, domestic violence and addiction can all contribute to making someone more vulnerable.

Customers in vulnerable circumstances are especially susceptible to detriment.
Your staff need to know how to identify and work with these customers in a way that is both consistent and fair. This can have a positive impact on your ability to recover debts, employee morale and your reputation as a responsible organisation.
Course outline
To help your staff understand the steps and actions they need to take in order to identify and work with customers in vulnerable circumstances.
Who is it for?
All front-line, customer-facing staff, management, specialist teams, back office staff and relevant suppliers. 
What’s covered?
  • Key factors that may impact on vulnerability and categories of vulnerability
  • Statutory principles under the Mental Capacity Act, including which individuals may act in a legal capacity for the person in debt
  • The TEXAS protocol for handling disclosure of sensitive personal information
  • The four points of the Compass technique as a tool for understanding the significance of the vulnerability presented
  • Different pathways for debtors to obtain free, independent, money advice
Benefits to you:
  • Improve your reputation as a responsible organisation that treats customers fairly
  • Gain the skills, tools and confidence to handle customers in vulnerable circumstances fairly and consistently
  • Improve your debt recovery rates and broken repayment arrangements, and minimise the likelihood of additional costs
  • Meet your legal and regulatory responsibilities under the Mental Capacity Act and Data Protection Act
  • Supports all parts of your business (lending, customer service, fraud, retention, collections and digital)
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  • In-house: we come to you and deliver a one-day session customised for your staff. This includes full access to e-learning as a pre-course module
  • E-learning: a device responsive 30-40 minute e-learning package
  • Public courses: alongside participants from other companies at a venue set by us
  • Consultancy: we work with you to develop training, policies and principles that take your workplace practices into account
Contact us for more information

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Why choose our training? 
  • Our expertise: Our training is led by senior consultants Chris Fitch and Colin Trend who created industry-wide models, including TEXAS and IDEA, to identify and support people in vulnerable circumstances. We also train the majority of the debt advice sector
  • Practical: Our training is designed with your staff in mind, and the roles they occupy. It is more than ‘awareness raising’ training as it describes how to practically respond to everyday challenges in your sector
  • Decades of experience: Our training draws on the insight we’ve gained across our National Debtline and Business Debtline services that support hundreds of thousands of people yearly
  • Proceeds go to the Money Advice Trust: Your money is reinvested into the Trust, and our National Debtline and Business Debtline services
  • Up-to-date content: Our courses are updated regularly with the latest research into vulnerabilities

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