Vulnerable Customers: Are you really doing enough?

In October’s Nelly webinar, Dr Roger Miles introduced us to the dangers of confirmation bias that often leads individuals and firms to stop gathering information, when the evidence gathered so far confirms the views or prejudices one would like to be true. None more so than in the case of a firm’s approach to handling vulnerable customers, where a firm can so comfortably rest on their laurels or convince themselves that their approach to vulnerability is adequate. Last week’s webinar on “Vulnerability: Meeting the rising expectation of the regulator”, with Caroline Wells, a Commissioner on Energy UK Commission for Customers.

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