60 Seconds Interview

1. What do you see as the biggest blocker when tackling vulnerability in the UK?

A: The ways that a customer can be vulnerable are always evolving, the pandemic and the cost of living crisis are perfect examples of this. Being live to the many ways vulnerability can present itself can be a real challenge for firms. Not only can it be a blocker to identifying the vulnerability but then also properly supporting that customer.

2. What one piece of advice would you give to a company that is trying to improve their support for vulnerable customers?

A: Firms should be mindful of the different ways their customers can experience vulnerability. Effective staff training is therefore crucial for a number of reasons: to encourage good, open conversations, to make sure customers know the support available to them and can access it, and where firms identify the limits in the support they can offer, how to effectively signpost customers to relevant third-party organisations who can help.

3. What is the most common type of vulnerability you are seeing in your industry? 

A: As mentioned, there are not one or two typical types of vulnerability that we see. Instead, we are observing that anyone can become vulnerable regardless of their age, gender, ethnicity or life experiences. This is particularly apparent in the current environment, where no assumptions about what can make some vulnerable, can be made.