Many people are classed as vulnerable customers. Perhaps they have a long term disability or they are going through a particularly difficult time in their personal lives. They may not see themselves as being vulnerable, but they may need more help due to their current situation.
A vulnerable customer is someone who due to their personal circumstances, is especially susceptible to detriment – losing out, particularly when an organisation is not acting with appropriate levels of care.
This video looks at a number of examples of customers who are in vulnerable positions. All of the examples are based on true stories.
The video shows what businesses can do to identify vulnerable customers, and act appropriately.
These scenarios are particularly useful for anyone working in financial services, or the public sector.