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This two-day workshop provides structured and practical training to help mortgage professionals support customers facing or nearing financial difficulties. It centres on recognising early signs of stress, completing robust affordability assessments, applying proportionate forbearance, and delivering fair and sustainable outcomes in accordance with regulatory expectations and good industry practice.
By the end of this workshop, delegates will be able to:
Whether you are seeking to upskill your team, enhance productivity or foster a culture of continuous learning, we can deliver customised training programmes designed to meet your specific needs. If you have an enquiry, you can complete the in-house form and our training team will be in touch with next steps.
While this workshop is designed around six core modules, the structure may be adapted to suit the experience and learning needs of the attending audience. Scenario-based learning and exercises will be incorporated throughout to reinforce key principles and ensure practical application in real-world situations.
Module 1: The Mortgage Landscape – Regulation, Risk and Reality
This module lays the groundwork by aligning external economic factors with the regulatory and operational context of mortgage support. Attendees will leave with a clear understanding of why financial difficulty is a priority across both customer service and risk management.
Module 2: Spotting Financial Difficulty – Triggers, Tools and Timing
This module focuses on early recognition and proactive response. Participants will improve their ability to spot risk before it escalates into arrears or regulatory breaches, ensuring earlier engagement and better solutions.
Module 3: Using Forbearance – Purpose, Parameters and Pitfalls
By the end of this module, participants will understand how to use forbearance with purpose, assess its suitability for different customer types, and mitigate the risk of prolonged dependency or repeat cycles of difficulty.
Module 4: Affordability Assessment – Capture, Confirm and Consider
This module develops core technical skills around assessing affordability. Participants will leave with a repeatable structure for reviewing financial information, calculating capacity, and confidently documenting and defending their assessments.
Module 5: Driving Fair Outcomes – Customer, Credit and Compliance
Here, participants apply judgment across credit and conduct lenses. This session helps translate guidance into practice and ensures staff can consistently apply a fair and justifiable approach in line with evolving regulatory expectations.
Module 6: Real Case Practice – Assess, Decide and Justify
This final session solidifies the learning by applying it in a practical, discussion-led environment. Participants will leave more confident in handling complex cases, making proportionate decisions, and clearly evidencing outcomes.
Conclusion This general industry workshop is designed to support improved understanding and application of customer treatment principles in the mortgage sector. It does not constitute legal, regulatory, or compliance advice and should not be relied upon as such.
Individual firms must always ensure that any actions taken are consistent with their internal policies, applicable regulations, and professional legal or compliance guidance. The frameworks and examples shared are intended to support learning and stimulate discussion. They should always be adapted to reflect each firm’s approach and verified through appropriate internal channels.
Shannon Faulkner is a specialist in collections, recoveries, and customer treatment, with over 20 years’ experience supporting firms across banking, m...
Shannon Faulkner is a specialist in collections, recoveries, and customer treatment, with over 20 years’ experience supporting firms across banking, motor finance, and fintech. Her work spans operational leadership, regulatory compliance, and the design of effective training for frontline and oversight teams.
Known for her ability to translate complex requirements into clear, actionable steps, Shannon has delivered training on numerous industry topics including affordability, forbearance, and fair outcomes to professionals at all levels. She draws on real-world casework and hands-on delivery experience to ensure her sessions are practical, relevant, and rooted in both customer and business realities.
This course reflects her commitment to raising standards in how financial services firms identify and support customers in financial difficulty – equipping participants with the tools and frameworks they need to act confidently and compliantly.
This workshop is aimed at professionals working in:
Level: Foundational to IntermediateThis is suitable for individuals who are new to the industry or stepping into roles that involve supporting mortgage customers experiencing or approaching financial difficulties. It is also appropriate for professionals with experience in other areas of financial services who are transitioning into customer treatment, affordability assessment, or oversight responsibilities.
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