How to approach the 'vulnerable' customer?

Improving relationships with clients

The words 'vulnerable customers' must have featured in almost every meeting I have attended over the past 12 months.

It is refreshing to see the UK's financial services industry acknowledge that its treatment of those in vulnerable circumstances is less than adequate. However, acknowledgement alone doesn't help us identify vulnerable customers or serve their needs.   I have often felt our industry deliberately uses opaque technical acronyms and jargon to appear more complex, thereby elevating the perceived value of its products. It is ironic that efforts to persuade customers of the value of products have, over time, simply left those customers confused and suspicious.   Improving the treatmen...