About the Course:

The “Vulnerable Customer Awareness & Support Framework for MSBs and PIs” course has been designed to help MSBs and PIs, compliance professionals, senior managers and frontline employees understand how to identify vulnerable customers and apply appropriate support measures. The course also provides operational guidance on implementing vulnerability frameworks within MSBs and PIs. Slip-ups in supporting or identifying vulnerable customers can lead to financial exclusion, customer harm and regulatory penalties. Therefore, staff must be well-trained to recognise vulnerability indicators and provide tailored, fair, and compliant services.

By the end of this course, you will be well-versed in:

  • Who qualifies as a vulnerable customer?

  • Regulatory expectations under FCA Consumer Duty & FG21/1.

  • Customer vulnerability drivers: Health, Life Events, Resilience & Capability.

  • Identification methods and behavioural indicators.

  • Practical techniques for supporting vulnerable customers.

  • How to design and deliver accessible customer journeys.

  • Best practices for staff training, onboarding and transaction monitoring.

  • Risk-based approach to handling vulnerable customers.

  • Record-keeping and documentation requirements.

  • Consequences of failing to support vulnerable customers.

Course Highlights:

  • Modules designed for complete online learning.

  • Clear and simple English terminology

  • Real-life MSBs-based scenarios included for better understanding.

  • Easy-to-complete online assessment.

  • Approximate course duration: 2 hour.

Who Will Benefit?

  • MSBs & PIs staff members (frontline staff, tellers, compliance staff).

  • Senior Managers, MLROs, Deputy MLROs, and risk officers.

  • Individuals in high-value goods sectors (jewellery, real estate, etc.).

  • New joiners seeking employment in MSBs.

  • Anyone responsible for customer interaction, onboarding, or support functions.

Course curriculum

    1. Course Introduction

      FREE PREVIEW

    1. Understanding Vulnerable Customer

    2. How well did you understand the chapter?

    1. UK Regulations & Compliance

    2. How well did you understand the chapter

    1. Supporting Vulnerable Customers

    2. How well did you understand the chapter

    1. Implementation and Best practice

    2. How well did you understand the chapter

    1. Test Your Skills - 80% score is required to get certified

About this course

  • £59.00
  • 10 lessons
  • 0 hours of video content

Get Your Certificate Today..!

This course helps MSBs and PI's meet compliance while ensuring fair, safe support for all customers.