The importance of supporting vulnerable customers

  • Published date: 12.06.2019

Vulnerability Focus Series – Putting Customer Vulnerability into Focus

Identifying indicators of vulnerability is a key challenge for your customer facing staff. Do your colleagues know when they are speaking with a vulnerable customer? What are your processes for communicating with customers in vulnerable circumstances? Firms are making progress to address the expectations of the regulator in this area, but more can be done. UK Finance has launched a programme of workshops to deepen your understanding of vulnerability. The five workshops take place from September to December, and delve into vital aspects of customer vulnerability. The workshops are standalone so can be attended independently, but our recommendation is for your organisation to send colleagues to all five - the same staff member does not need to attend all five. Read more on each workshop by clicking the read more link.

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