Blog: Customer vulnerability and coronavirus

Kirk Ford, RWA

The coronavirus pandemic has had a dramatic and profound impact on all of our lives over the last few months. One of the many consequences of the crisis has been an increase in consumer vulnerability.

The Financial Conduct Authority defines a vulnerable customer as “someone whose circumstances make them especially vulnerable to harm if a firm has not acted with appropriate levels of care”.

There are many circumstances that can cause a consumer to become vulnerable, which include:

poor health

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