Vulnerability In The UK


A worrying stat from the Financial Conduct Authority’s Financial Lives 2022 Survey was that about 2 in 5 vulnerable customers are not being recognised until it’s too late. So we’re welcoming 2023 in with a mission to ensure all businesses and organisations are able to both recognise and support their customers, supporters and team members who may find themselves in a vulnerable situation and knock that number down significantly from an unacceptable 40%.

But who are they? 

What vulnerable circumstances might they find themselves in? 

How can we tell?

How can we help?

Some may immediately consider those struggling financially or elderly customers. However there’s a multitude of circumstances which result in people finding themselves in a vulnerable situation. Refer to our infographic which we feel will help organisations see beyond the obvious. And be aware, vulnerable circumstances will be affecting both your customers and colleagues.

Look around you, take the time to talk to your teams and listen. Is everything as it first seems?

There may be those in the vicinity who are suffering with poor mental health and money worries due to many factors including the cost of living crisis, and let’s not forget Christmas itself can be a stressful and costly time.

Then thinking about your customers, have you thought about those who may lack basic digital skills and so find using your online systems confusing? It can be infuriating at times for even the most technically savvy if support is awkward to navigate. Purple Pound discovered 73% of potential disabled customers experience barriers on more than a quarter of websites they visited.

What can you do to ensure your website is accessible for all? Visit for example and you will notice our accessibility tool at the top of the page which many, but not enough, organisations have also adopted.

What are you doing to support team members who may be going through a divorce or separation or another difficult time, such as bereavement? Are you able to recognise them? How might that circumstance be creating a vulnerability? Are you equipped to help?

Are you aware of the challenges experienced by the BAME population and younger adults? Do you have an internal vulnerability policy which includes them specifically?

If you’re not sure how to respond to these conundrums then our experts are here to help. Elaine and Jacqui have been providing Recognising Vulnerability and Making Reasonable Adjustments training successfully to a plethora of organisations for more than a decade with many returning periodically as new and updated regulations are put in place.

Invest now and reap the benefits to avoid hefty fines from the regulators and prevent situations getting potentially worse for your customers, supporters and colleagues.

Join our crusade to get people talking about vulnerability, really take the time to listen to those who may find themselves in a vulnerable situation and be fully armed to support those who are. After all, if vulnerable customers are not being recognised then how can reasonable adjustments be made to support them?

Contact us for a no obligation chat about our Trust Sessions, designed to equip you to help those who need it the most. And if you would like a printable pdf of our Vulnerability In The UK graphic as a handy reminder, please send your name, organisation and email address to hello@reynoldsbusbylee 


Amanda Harries

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