Advice and casework management
Casework and advice for vulnerable customer decisions
A trusted second opinion when a decision is new, complicated, or has gone wrong. We help make your decisions better.
8,400 professionals trained
2,100 organisations supported
33 countries reached
Working since 2012
Direct guidance for leaders making big decisions
Our casework support and advice covers professional guidance for leaders. These are the moments when an organisation needs an experienced second opinion.
The advice is shaped around your decision, not around a fixed product. It is the most flexible of our three service lines. It can be a single conversation. It can run across a project. It can sit beside you all year.
You stay responsible for the outcome, but we bring the experience, the questions, and the challenge that make the call sounder and more reliable.
Advising the people who set the standards.
Matt Radford (Director of Vulnerability Managers) is Deputy Chair of the CIOF, sits on the DMA Governance Committee, leads vulnerability on the DMA AI Council, and is on the AFP IDEA Committee.
The frameworks taught here have been taught to the Fundraising Regulator, the Chartered Institute of Fundraising and the Public Fundraising Regulatory Association of New Zealand and the Data and Marketing Association.
Vulnerability Managers has advised six major industry regulators and professional bodies on professional ethics, marketing, and vulnerability management — shaping the frameworks that organisations are now audited against.
Fundraising Regulator (UK)
Chartered Institute of Fundraising (UK)
Public Fundraising Regulatory Association (New Zealand)
Federation of European Data and Marketing (Europe)
Data and Marketing Association (UK)
Association of Fundraising Professionals (USA)
The moments this service is built for
A new project is being planned and you want a view on the vulnerability impact first.
A culture change is under way and you want to embed it without tokenism.
A complaint or incident has surfaced and you need to think it through calmly.
A regulator has asked a question and the response needs careful drafting.
A programme is running and you want an expert sounding board, not a full audit.
A casework decision is borderline or sensitive, and a second opinion is genuinely useful.
Six ways to work with us
Pick the format that fits the decision. Pricing starts from £1,800.
Single consultation
From £1,800
Best when the team has done its thinking and wants one experienced view. One booked session giving you a written report.
Crisis response
From £6,500
Urgent input when something has gone wrong publicly or with a regulator. Fast activation, with an urgency loading.
Project advisory
From £8,500
Advice across a defined project — a launch, a redesign, a policy rewrite. A regular check-in, with extra input as needed.
Executive coaching
From £4,500
One-to-one work with a senior leader. We build personal capability and confidence on vulnerability leadership.
Retained advisory
From £28,500
An ongoing arrangement across the year. Best for organisations that face frequent decisions and a available advisor.
Casework guidance
Scoped to the case
Specific guidance on a real case the team is handling. Done without identifying personal data (unless the law requires it).
What it does not cover
Clear boundaries, by design
This advice is non-clinical and non-counselling (unless explicitly agreed). It is guidance on how your organisation should respond.
It is not therapy or crisis support for the person at the centre of the case. If someone needs that level of support, we signpost it onward. This is set out in our internal vulnerability policy and it is not negotiable.
Crisis response is not legal advice. If an incident needs legal representation, the first step is usually to instruct specialist solicitors. We work alongside several and can make introductions.
Confidentiality
Sensitive work, handled safely
Advisory work often involves sensitive information. This can include personal data and commercially sensitive material. Every engagement runs under written confidentiality terms.
Personal data is handled under UK GDPR. We use an Article 6 lawful basis, and an Article 9 condition where special category data is involved.
We build wellbeing and trauma informed practice into how we manage cases and provide advice. This is because we have a duty to work in a way which supports businesses but also prioritises the legal rights and safety of the people involved.
Ready to talk about your organisation?
Tell us what you need in two or three sentences. We reply to new messages within 48 hours (on average).