Consumers in Vulnerable Circumstances



Consumers in Vulnerable Circumstances (CVC) Training

Recognise. Respond. Record. Support.

Developed in collaboration with industry stakeholders and aligned with Central Bank of Ireland expectations, this training equips financial services professionals with the knowledge and practical skills to support Consumers in Vulnerable Circumstances (CVC) in a professional, ethical and effective manner.

At SuccessPro Training and Consulting, we combine regulatory awareness with real-world experience working with vulnerable and marginalised communities. This ensures training that is practical, meaningful and directly applicable to customer interactions.

Delivery Options:
✔ Live Online Training
✔ In-Person / In-House Training
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Why This Training Matters

Consumers may experience vulnerability due to life events, health challenges, financial stress, bereavement, or changes in personal circumstances. Financial service providers have a responsibility to ensure these customers are treated with understanding, respect, and appropriate support.

This training helps organisations strengthen their customer care approach while meeting regulatory expectations.

What Participants Will Learn

Participants will develop practical skills to:

Recognise

  • Indicators and signs of customer vulnerability

  • Different types of vulnerability (temporary, situational, or long-term)

Respond

  • Communicate effectively and sensitively

  • Use appropriate language and supportive engagement techniques

Record

  • Record vulnerability information appropriately and consistently

  • Understand good practice in documentation

Support

  • Identify appropriate supports and reasonable adjustments

  • Signpost customers to relevant services when appropriate

Who Should Attend

This training is suitable for:

  • Insurance brokers and intermediary staff

  • Customer service teams

  • Sales, claims, and renewals staff

  • Compliance and management teams

  • Anyone who interacts with customers and may encounter vulnerability

Training Approach

Our training is designed to be interactive, practical and engaging.

Participants will benefit from:

  • Real-life scenarios and case studies

  • Practical conversation guidance

  • Frameworks that can be applied immediately

  • Opportunities for discussion and reflection

Our facilitators bring extensive experience working in healthcare, social inclusion and community engagement, offering valuable insight into supporting people experiencing vulnerability.

Delivery Format

Duration: Typically 2–3 hours (can be tailored to organisational needs)

Available Formats

Online Training
Interactive live sessions delivered virtually.

In-Person Training
Delivered onsite for teams and organisations.

Training can also be tailored to your organisation's policies, procedures and customer journeys.

About SuccessPro Training and Consulting

SuccessPro Training and Consulting provides high-quality training and consulting services across areas including mental health, trauma-informed practice, safeguarding and professional development.

Our team brings extensive experience working with organisations and communities to strengthen services, improve practice, and support better outcomes.

Request a Quote

If you would like to arrange training for your organisation or discuss your requirements, please get in touch.

Request a quote


Or contact us to discuss tailored training options for your team.