The Consumer Friend Academy

Welcome to the Consumer Friend Academy

At Consumer Friend, we are Louise Baxter MBE and Adam Carter—Consumer Champions in every sense. Our mission is to:

  • Support consumers and businesses by ensuring consumer information, advice, and education are simple and accessible to all. Everyone in the UK should know their consumer rights.

  • Help businesses embed consumer vulnerability in everything they do and design inclusive services, ensuring every consumer gets the best deal for them.

The Consumer Friend Academy is a comprehensive training program that certifies individuals as Consumer Vulnerability Champions. This certification ensures that your team is not only aware of consumer vulnerability issues but also actively equipped to support and advocate for vulnerable individuals within your organisation.

Aim

Everyone has the right to understand and be understood. This course is designed to help you understand the differing needs and desired outcomes of consumers.

Why?

Providing inclusive services and greater consumer support can enhance business reputation.

Who is it for?

This course is designed for consumer facing businesses, small and medium sized enterprises.

What’s covered

The training goes beyond theory

✔ Interactive, online sessions on identifying and managing consumer vulnerability

✔ Inclusive service provision

✔ The diverse nature of consumers, neurodiversity, age, gender

✔ The current landscape and current consumer issues

✔ Communication, language and plain English

✔ Managing consumer expectations

✔ Redress and complaints

✔ Practical assessments to improve communication and service delivery

✔ Reflection on case studies that highlight real-world examples of success and areas for improvement

Learning objectives

✔ To help you identify and assist consumer vulnerability

✔ To help you understand the diverse nature of consumers

✔ To help you ensure that consumers receive the information necessary in the right format to make informed decisions and are not exploited

✔ To help ensure the consumer gets the best outcomes for themselves

✔ To help develop strategies to ensure consumer vulnerability, inclusion and diversity are always considered

✔ Provide the opportunities for considering how you can change things within your own organisation

Training options available

✔ Virtual classromm