Now that the whole nation is in lockdown, the term ‘vulnerable’ seems to be used more than ever.
If ever there was a time to focus on how we improve the experience and outcomes for the most vulnerable, surely it’s now. The Financial Conduct Authority (FCA) has said that it wants doing the right thing for vulnerable customers to be deeply embedded into firms. But how do you go about that now that we have the challenges of coronavirus and social distancing? Well, there are some key principles that firms could implement.