60 Seconds Interview

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

A: I believe that consumers are still very nervous about the consequences of disclosure and what will happen to sensitive personal data (special category data). They must have trust that information is used appropriately, that they will get a better outcome by disclosing and that where data is shared that they remain in control. There is a risk, with resources like the Priority Service Registers (PSRs), that they become inaccurate with multiple instances of the same data. We do need to focus on what people are vulnerable to and that should focus on the right treatment paths, which could be an accessibility matter or an approach to ensure understanding as set out in the FCA Consumer Duty. Many consumers are cynical that a ‘tell us once’ approach even works in large organisations, let alone across sectors.

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

A: Listen to these customers or their advocates. Listen to the staff that engage with customers everyday across all channels. Don’t be too technology led, use it as an enabler. There is a danger that policy makers, including regulators, are too far away from the coal face when setting well intended goals, including efficiency gains from taking trained and experienced people out of core support services.

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

A: Financial vulnerability combined with other pre-existing vulnerabilities that have been triggered by the pandemic or the cost-of-living crisis. Consumers struggle to keep up with the pace of change and this in itself can be daunting. Many are not in control of their own destiny as a result of the pandemic and economic climate, where austerity measures have reduced core support services, as is most evident to most UK taxpayers with the NHS and the reliance on volunteers and charities.