Organisations are now being asked to assess, identify and take action in response to customer vulnerability; a condition that is variable, transient and not easily detected. Getting this right is a puzzle of some proportion.

With no industry best practice firms are learning as they go. The right checking, monitoring and testing is critical; yet many operational managers admit they could be doing more.

RFS propose that firms ask two questions, on which a framework can be built that ensures good outcomes for vulnerable customers.

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