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Supporting Vulnerable Customers when recovering debt

Delivered Live Online

Course dates

Next running: 24 Nov
or available on-demand for your organisation.


1 day course


Delivered live online by a trainer


£195 per person or
£895 plus VAT per course for up to 12 delegates

Supporting Vulnerable Customers when recovering debt

Course Outline

We live in unprecedented times! Covid-19 is disrupting every part of our lives and driving up unemployment, debt, and customers in vulnerable circumstances - within our communities.  

This course will ensure that you and your staff have the skills to identify and support customers in vulnerable circumstances, as well as meet your legal responsibilities. 

By adopting a supportive and ethical approach to recovering debt, you’ll help your organisation to recover more debt in the long term. You’ll also help to boost your reputation and prevent worsening the mental wellbeing of your customers.  

What you’ll Learn: 

By the end of this course you’ll be able to: 

  • Recognise the principles of ethical debt collection and the value of deploying sustainable debt recovery practices. 
  • Understand what we mean by customers in vulnerable circumstances. 
  • Work within the statutory principles under the Mental Capacity Act, including which individuals may act in a legal capacity for the person in debt. 
  • Identify and support customers with mental health problems, alcohol, gambling, and substance addictions and mental impairments. 
  • Deal with suicidal callers and understand the risk factors. 
  • Apply the TEXAS protocol for handling disclosure of sensitive personal information. 
  • Use the Compass and IDEA techniques as tools for understanding the significance of the vulnerability presented. 
  • Deploy different strategies to deal with challenging customers and circumstances, including customers who are angry or low, and have a vulnerability.  
  • Effectively signpost debtors and use the different pathways for debtors to obtain free, independent legal and financial advice.

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 Topics Covered:

  • Principles of ethical debt recovery 
  • The Financial Conduct Authority standards 
  • Definition of Vulnerability 
  • The scale of vulnerability in the UK 
  • Vulnerability categories: Potentially vulnerable, vulnerable & Particularly vulnerable 
  • Identifying vulnerability 
  • Gambling, alcohol, and substance addictions 
  • Mental health problems 
  • Mental capacity problems 
  • The Mental Health Act 
  • Risk factors and suicide  
  • TEXAS model  
  • Compass and IDEA models 
  • Supporting customers with vulnerability 
  • Empathy when recovering debt 
  • Strategies for dealing with vulnerable customers 
  • Signposting and debtor support services 

Who’s it for? 

The course is perfect for all staff who deal with customers in debt including recovery staff and customer service staff working in Local Authorities, Social Housing, Utilities and other industry sectors.  

How it's delivered 

This course is delivered ‘live on-line’ with a trainer and can be accessed via a PC, Mac or Tablet. With live online, you can interact, ask questions and practice new skills – all without leaving your desk! Perfect for dispersed teams working from home. 


The scheduled course costs £195 plus VAT per delegate. If you book four places or more, you get 20% off the total price. The price of a course for up to 12 delegates is £895 plus VAT. 

Please get in touch for a quote if you would like to book a live online course date for your organisation only.