Sam Turner: Improving treatment of vulnerable customers

Empathy created through culture

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 Sam Turner: "Identifying vulnerable customers and then providing them with an appropriate service, as well as being a matter of skill and awareness, is one of empathy."
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Sam Turner: "Identifying vulnerable customers and then providing them with an appropriate service, as well as being a matter of skill and awareness, is one of empathy."

Financial services businesses are not doing enough to identify and service those in vulnerable circumstances, argues Sam Turner, as he highlights lessons the sector could learn from the experiences of other industries

The UK financial services sector's treatment of vulnerable customers is woefully inadequate - and I say that after months of discussions on the issue with organisations across the industry, and comparing those with ones I have had with our counterparts in the telecoms and utilities sectors. As a collective, what we in financial services are doing to identify and service those in vulnerable circumstances is just not good enough. Besides being concerning from a general humane perspective, this represents...

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