Tailoring communications to those with specific vulnerabilities
Consumer Duty requires firms to not only understand the vulnerability characteristics of consumers, but also to tailor their communications, taking those characteristics into account. Tony Crane and Andrew Gething examine at what point it is best to ask consumers about potential vulnerabilities – and then what to do about it, how to tailor communications and the channels used to communicate with those consumers. They also look at topics such as how having a digital-first or digital-only communications strategy can be counter to the requirements of Consumer Duty.
