Vulnerable customer survey

Thank you to Helen and all at the Vulnerability Registration Service for a very interesting webinar on Thursday. Helen shared findings from a recent VRS consumer survey as well as an extensive analysis of their vulnerability database which elanev were pleased to support. Helen cited the close statistical agreement demonstrated between the VRS registered vulnerability database and elanev Resilience.

Findings from the VRS consumer survey were very informative; one of the many take aways was the low internet use across VRS registrants. Another was that 40% of vulnerable consumers surveyed felt that they had been unfairly treated by organisations with regard to their circumstances over the last 12 months.

We have to hope that the Financial Conduct Authority’s Customer Duty will improve the treatment of vulnerable customers and ensure they are getting the support they need through the most appropriate engagement channel.

For more information:
elanev Resilience: the UK (and US) wide Financial Vulnerability measure incorporating soicoeconomic and outcome data.

Contact us to find out more.