Recognising the drivers of vulnerability is crucial for providing accessible help and support to customers.

This guide offers a detailed look at the 4 key drivers that the FCA has identified as contributing to vulnerability: health, life events, resilience, and capability. Relevant to customer-facing staff across all sectors, it will equip you with core knowledge and tools to better support individuals facing these challenges.

Guide includes:

• Data and statistics on health, mental health and disability
• Potential impacts of life events such as bereavement or relationship breakdowns
• Insights into financial and emotional resilience
• An understanding of capability barriers in literacy, numeracy and digital skills
• Practical advice on how to minimise the impact of vulnerability

Use the insights in this guide to leverage standard customer conversations into interactions where individuals feel heard, understood and supported.