{"id":2461,"date":"2024-04-23T16:47:13","date_gmt":"2024-04-23T16:47:13","guid":{"rendered":"https:\/\/contentguru.builtbytoast.uk\/?post_type=resource&p=2461"},"modified":"2026-02-19T12:01:33","modified_gmt":"2026-02-19T12:01:33","slug":"supporting-vulnerable-customers","status":"publish","type":"resource","link":"https:\/\/www.contentguru.com\/en-gb\/resources\/blogs\/supporting-vulnerable-customers\/","title":{"rendered":"Supporting Vulnerable Customers Should Be Your Number-One Priority"},"content":{"rendered":"\n\n
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Blogs<\/div>\n

Supporting Vulnerable Customers Should Be Your Number-One Priority<\/h1>\n
Published: April 23rd 2024<\/div>\n <\/div>\n <\/div>\n\n \n <\/section>\n\n\n\n\n\n
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In our most recent blog, we explored the importance of WCAG compliance in supporting both your customers and employees. But supporting vulnerable customers doesn\u2019t stop at checking a box on a compliance form. With the Financial Conduct Authority (FCA) announcing yesterday that it was launching a comprehensive review of how firms treat vulnerable customers<\/a>, there\u2019s never been a more pressing time to address vulnerable customers.<\/p>\n

As established in our previous blog, vulnerability isn\u2019t always as obvious as it sounds, and it\u2019s far more common than you might expect. When compared to the FCA\u2019s vulnerability criteria, nearly 67% of UK customers could be classified as vulnerable<\/a>. The key fact to bear in mind is that any of us could become vulnerable at any time; whether through illness, injury, or financial hardship. Only 17% of customers identify as vulnerable<\/a>, but that doesn\u2019t mean they\u2019re entirely secure.<\/p>\n

In this blog, we break down strategies for identifying and supporting vulnerable customers, implementation strategies for vulnerability support, and the organizational benefits of accommodating vulnerable customers and employees.<\/p>\n

Before we continue, one of the sectors most experienced in handling vulnerability is healthcare<\/em>. To understand how healthcare protects the most vulnerable patients in emergency situations, download our latest whitepaper: The Patient Revolution: How Customer Experience is Transforming Healthcare.<\/strong><\/a><\/p>\n <\/div>\n <\/div>\n <\/div>\n<\/div>\n\n \n <\/section>\n\n\n\n\n\n

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Identifying Vulnerable Customers<\/h2>\n

The FCA defines a vulnerable customer as \u2018<\/em>someone who, due to their personal circumstances, is especially susceptible to detriment, particularly when a firm is not acting with appropriate levels of care\u2019.<\/em><\/a><\/p>\n

Within this definition, the FCA identifies four \u2018drivers of vulnerability\u2019. These are; health, life events, resilience, and capability:<\/p>\n