How to identify vulnerable customers

Written By Peter Labrow

How to identify vulnerable customers

This paper examines why firms are unaware of the extent of their customers’ vulnerabilities and provides strategies and ideas for a more comprehensive, accurate and inclusive means of assessment.

If we accept the FCA’s Financial Lives Survey, which showed that around half of UK adults are vulnerable, we have to question why many financial services firms record a number far lower than that – potentially exposing them and their customers to risk.

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Peter Labrow

Head of marketing at MorganAsh. Consumer vulnerability champion. Writer and storyteller. Co-author: Is It News?

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