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Supporting vulnerable customers: A guide to handling complaints with care in the UK

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In today's diverse and inclusive society, businesses must recognise and address the unique needs of all their customers, especially those who are vulnerable.

Due to their circumstances, vulnerable customers may face significant challenges when interacting with businesses - particularly when making complaints.

In the UK, it is estimated that approximately one in four adults may experience some form of vulnerability at some point in their lives. This makes it imperative for businesses to have robust and empathetic complaints handling processes in place.

In this guide, we explore the importance of supporting vulnerable customers, their challenges, and how companies can enhance their complaints procedures to serve this critical population segment better.

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