How quality assurance can help identify vulnerable customers

Beware ‘temporary’ vulnerability

"Temporary vulnerability is an exceptionally broad category, encompassing a range of personal life circumstances" - Martin Ellingham
"Temporary vulnerability is an exceptionally broad category, encompassing a range of personal life circumstances" - Martin Ellingham
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Those companies consistently rated the best in the world for customer experience have an almost fanatical obsession with quality assurance, explains Martin Ellingham

Vulnerable customers are hard to define, hard to legislate for and even harder to identify. This is reflected in much of the diagnosis and provision targeting vulnerability in the financial sector. Consequently,...

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