Measuring vulnerability is more important than ever

Measuring vulnerability is more important than ever

This paper looks at the need to treat all customers in the same way, as potentially vulnerable, recording their characteristics consistently, accurately and over time.

Almost half of the UK’s population can be classed in some way as vulnerable – and around 14 million adults have low financial resilience. The recognition of this, and the arrival of the FCA’s Consumer Duty regulations, demonstrate how vital it is for organisations to understand that far more of their customers may well be vulnerable than their current systems record – and that assessing everyone is the only way to serve all customers well.

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