MorganAsh webinar: Overcoming the challenges of managing vulnerable customers for building societies
Thursday 30 October 2025 – 2:00pm
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These sessions are designed to deliver advice and practical solutions to meet the customer vulnerability guidance provided. Attendees should already have a broad understanding of customer vulnerability.
WEBINAR CONTENT
Overcoming the challenges of managing vulnerable customers for building societies
Thursday 30 October 2025
This webinar is for those working within building societies or small banks.
Building societies face complex challenges when it comes to identifying and supporting vulnerable customers. Many vulnerabilities are hidden and go far beyond what credit scores or open banking data can reveal. Advisers and agents may feel uncomfortable asking personal or sensitive questions, making it easy to overlook critical needs, even during face-to-face interactions. This is further complicated by inconsistent internal approaches or recoding processes that often lack structure, making it difficult to build a clear, actionable picture of customer vulnerability.
Training can help bridge some of these gaps, but it is often costly and still leaves people uncertain about how to act when they identify a vulnerability. All of this is unfolding under increasing regulatory pressure to demonstrate fair treatment and provide clear evidence of good outcomes, and loosening of affordability criteria. At the same time, a lack of insight into underserved but financially resilient customers means societies may be missing lending opportunities that could benefit both the society and the consumer.
These are significant challenges, but many firms aren’t just getting to grips with customer vulnerability – they are turning it to their advantage.
This webinar looks at how firms can accurately identify their vulnerable customers. It demonstrates how customers willingly disclose vulnerability information when assessments are structured and framed correctly. We examine how to manage customer vulnerability over time, how to offer support when a vulnerability is identified, and how to instantly obtain detailed management information to help your business – or to provide to the regulator.
We look at the specific challenges for your sector – and show how firms are already overcoming these.
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A group for those who are implementing changes to meet regulations and guidance on vulnerable customers (such as the FCA’s Consumer Duty and Ofcom’s consumer vulnerability protections).
MorganAsh is an expert provider of support services for organisations in the financial services and utilities industries. We combine bespoke technology with professional healthcare expertise to deliver a unique range of services, with a particular focus on FCA Consumer Duty, Ofgem and vulnerability compliance, proactive well-being and financial services support solutions.
MorganAsh supports the Consumer Duty Alliance and the Vulnerability Registration Service.