MAT > Training and resources > 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 a status of vulnerability.

Customers in vulnerable circumstances are especially susceptible to detriment, particularly when a company is not acting with appropriate levels of care.
It’s important for your staff to know how to work with customers in vulnerable circumstances in a way that is both consistent and fair. 
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. Legally, fairly and effectively.

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 debtor
  • The five components of the TEXAS acronym as a tool for dealing with vulnerable factors
  • 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 debt recovery rates
  • Enhance your reputation as a responsible lender or collector that treats customers fairly
  • Gain the skills, tools and confidence to handle customers in vulnerable circumstances fairly and consistently
  • Improve broken repayment arrangements, and minimise the likelihood of additional financial costs, and a worsening of the customer's mental health
  • Help meet your legal responsibilities under the Mental Capacity Act and Data Protection Act, and your wider regulatory requirements
Training optionsvulnerability.png
  • In-house: we come to you and deliver a one-day session customised for your staff
  • E-learning: a 30-40 minute e-learning package that can be completed online
  • Public courses: alongside participants from other companies at a venue set by us
  • Bespoke consultancy: we work with you to develop training, policies and principles that take your workplace practices into account
Contact us for more information
Contact Henna Mian at the Money Advice Trust:
About the Money Advice Trust
The Trust has played an important role in developing and promoting best practice advice, training and consultancy through our research and policy work.
Our courses are updated regularly with the latest industry standard policies and procedures.
We also gain insight through the work we do with our own services;
  • National Debtline - more than 400,000 people supported last year
  • Business Debtline - more than 50,000 people supported last year
Henna Mian
Learning solutions consultant
020 7653 9734
© Money Advice Trust Charity Number 1099506
site by rubbaglove