Consumer Duty in Action: Identifying and Supporting Vulnerable Customers

Watermelon Research – 23 January 2025

Source LinkedIn

“Firms should ensure that all relevant staff understand the potential needs from their target market’s vulnerabilities and what this may mean in practice for their role.” – FCA 2021

Whether you work in product design, marketing, or customer experience; in a customer-facing role or the C-Suite—addressing vulnerable customers should be your top priority. Yet, for many organisations, it is absent from the list entirely. Identifying vulnerable customers and accommodating their needs requires a cultural shift that goes beyond assigning the task to a select few. 

Join us for a thought-provoking webinar where Watermelon Research will share key findings from our latest study, exploring the challenges of identifying vulnerable customers, how to overcome them, and which organisations are leading—or lagging—on Consumer Duty compliance.