Darlington Building Society announces free broker webinar on vulnerable customers

04 September 2025

Darlington Building Society will be hosting a free CPD-accredited webinar for brokers on identifying and supporting vulnerable customers.

The 30-minute session, which takes place at 11.30am on Tuesday 16th September, will provide information on the latest regulatory expectations, practical solutions for brokers and the shared responsibility of ensuring appropriate support for vulnerable customers.

Latest FCA figures show that 49% of UK adults display at least one characteristic of vulnerability – whether linked to health, life events, resilience, or capability. The FCA has raised expectations further under Consumer Duty, meaning brokers play a crucial role in identifying vulnerabilities and ensuring customers receive tailored support.

The webinar will cover the four key drivers of vulnerability and how to spot them; the steps brokers should take once vulnerability is identified; how to record and share information with Darlington Building Society; and ongoing support strategies, recognising that vulnerabilities can be temporary or permanent. There will also be a Q&A session at the end of the webinar to address any questions that brokers have about vulnerable customers.

The webinar is free to attend and all registrants will receive a recording of the webinar afterwards.

Brokers can register to attend the webinar at: https://bit.ly/IntheLoopWebinar16Sept

Christopher Blewitt, Head of Intermediary Distribution at Darlington Building Society, said:

“Knowing how to identify and support vulnerable customers is a vital skill for all brokers and this webinar will provide practical guidance on how to do just that. By working together with lenders, brokers help to ensure that vulnerable customers get the support they need and be confident that they are meeting their regulatory obligations. We think this webinar will be a great use of half an hour for brokers – equipping them with the information they need to identify and support vulnerable customers with confidence.”