Vulnerability: The inconsistency problem

The CSA's Vulnerability: The inconsistency problem discussion paper takes stock of the changing landscape of vulnerability policies pursued by different organisations and sectors across the UK, looking in particular at:

• Definitions of vulnerability and how these are evolving
• How customer vulnerabilities can be recorded and issues around data protection and sharing
• Whether vulnerabilities ought to be evidenced by customers or self-identified
• Differing levels of regulatory enforcement

The discussion paper then seeks views from practitioners on a series of key questions including:

• Where are the most significant gaps between sectors in terms of the treatment of vulnerable customers?
• Are there viable solutions for reducing the burden of reporting for consumers?
• What does the best practice of the future like?

View the report

Press release

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