Money Advice Trust > For creditors > Training and consultancy for companies > Identifying and supporting customers with mental capacity limitations

Identifying and supporting customers with mental capacity limitations


Mental capacity limitations can result in customers having significant problems with understanding, remembering, and evaluating information about credit products they are applying for, as well as communicating a decision about this.

Where not identified, these can result in detriment including borrowing, lending and contracts that result in ‘later downstream’ financial difficulty and problem debt.
Lending and vulnerability: an introductory guide to mental capacity, authored by Chris Fitch and published by the Money Advice Trust, shows how extending focus on to credit applications firms can reduce the potential risk of detriment and offer support.
This course covers practical steps and actions you can take to identify and support customers with mental capacity limitations (and other decision-making difficulties) during credit applications.
Course outline
To enable those working with customers in the financial services sector to identify and provide the appropriate support to customers with a mental capacity limitation.
Who is it for?
This course is designed for those working in financial organisations such as mortgage and loan advisers who regularly come into contact with customers.
What’s covered?
  • Identify what ‘mental capacity’ and a ‘mental capacity limitation’ are
  • Recognise ways that a mental capacity limitation can affect a customer’s ability to cope with their finances
  • Recognise the ways in which a customer with a mental capacity limitation can be identified and supported
  • Identify the key principles of working with customers with a mental capacity limitation
  • Identify the key components of the BRUCE tool to be able to apply them
  • Identify the components of laws and regulations that apply to mental capacity
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 responsibilities under the Financial Conduct Authority’s regulatory frameworks relating to mental capacity, contracting and decision-making, and arrears (CONC and MCOB), as well as wider UK law
  • Supports all parts of your business (lending, customer service, fraud, retention, collections and digital)
doinge-learning.pngTraining options
  • E-learning: a device responsive 30-40 minute e-learning package
  • 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 just an 'awareness raising' training session 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 on vulnerability

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