Vulnerability Exposed: Helping to transform the financial services experiences of vulnerable consumers

This case demonstrates how an in-depth study of vulnerable customers enabled the Financial Conduct Authority (FCA) to take a fresh approach in its call to action and engagement with industry in the UK.

Vulnerability Exposed: Helping to transform the financial services experiences of vulnerable consumers

ESRO and Financial Conduct Authority

With the FCA taking on an unprecedented number of new regulatory responsibilities, its internal Partnerships Team was struggling to spotlight the needs of vulnerable consumers – despite growing evidence of serious harm befalling them due to financial firms' existing provision.

Needing a new evidence base, the Partnerships Team commissioned ESRO to study the issue in unprecedented depth, helping them drive the issue up the agenda.

Depth interviews with over 50 consumers experiencing various vulnerabilities – including bereavement, long-term illness and recent job loss...

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