Martin Lines: How we can help vulnerable clients

If ever there was a time to focus on how we improve the experience and outcomes for the most vulnerable, surely now is that time. There are some key principles that firms could implement and learn from during this crisis. Keep in touch There is a real danger of poor outcomes where consumers feel excluded or disengaged and social distancing by definition leads to less contact with friends, family and colleagues, certainly in person. Understanding how clients have been affected and offering them reassurance is a good starting point. Technology can play a role here, but this may presen...