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Vulnerability resources hub

Having delivered practical training and consultancy across sectors in total to more than 35,000 staff in over 360 organisations, our work is underpinned by the insight and research that we have acquired. We hope you find these resources useful.

If you would like further information, or to discuss how we might be able to support your work in this area, please do not hesitate to get in touch.

Our training and consultancy 2023

We’ve worked in the area of vulnerability since 2011 and have helped over 300 firms, and more than 30,000 staff to deliver the best experience, support and outcomes for their customers. You can download information on our training and consultancy services here.

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A once in 25 years opportunity: ten principles for designing vulnerable consumer data-sharing programmes

The Government are considering how disabled and vulnerable customers’ data could be shared to improve essential service provision across energy, water, banking, and telecommunications.   This has sparked a national debate about data-sharing and ‘Tell Us Once’ approaches.

This paper, supported and distributed by the Money Advice Trust in partnership with WhatWeNeed.Support contributes 10 principles – drawn from research, lived experience, and specialists – to design a system that reflects what vulnerable and disabled consumers need from data-sharing, rather than relying on assumptions or technical specifications alone.

May 2024


Dependency & Addiction: Understanding how to support customers with gambling, alcohol and substance dependency

First published in 2018, appearing in a section of ‘Vulnerability: the experience of debt advisers’, this report focusses specifically on dependency and addiction and what organisations can do to support customers dealing with these issues.

If you’re interested in learning more about dependency and addiction, find out more about our course led by Jamie Compton-Rea – Supporting customers with gambling, alcohol and substance dependency.

April 2024


New guidance: making it easier for consumers to disclose a mental health problem

Many people experiencing a mental health problem find it difficult to disclose their condition to an essential services provider, such as a bank or energy company.

Co-authored by our Vulnerability Lead Consultant, Chris Fitch and in collaboration with the Money and Mental Health Policy Institute, we’ve published new practical guides to help essential services firms support more people with mental health problems to disclose their condition.

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Vulnerability: meeting expectations and achieving outcomes

To help firms plan the practical steps they need to continue taking based on the FCA’s finalised vulnerability guidance, we have published a new paper ‘Vulnerability: meeting expectations and achieving outcomes’.


This paper is designed to be a helpful starting point. We take you through each key expectation on vulnerability and outline what this means to your firm, what action you can take to meet the regulator’s expectations and ultimately achieve positive outcomes for your vulnerable customers and your business.

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Guidance: Inclusive design in essential services

Inclusive design is increasingly recognised as a way to ensure markets are fair and inclusive, especially for customers in vulnerable circumstances. With an increasing focus on inclusive design from industry, regulators and firms, the Money Advice Trust has launched two reports in partnership with Fair By Design to help firms and regulators understand and translate inclusive design into practical action.

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Vulnerability, GDPR, and disclosure: practical guidance for creditors and advisers

The Money Advice Trust and the Money Advice Liaison Group (MALG), have launched a new series of guides to help firms meet data protection regulation and support customers in vulnerable circumstances. The guides are designed to help creditors and advisers understand the overlap between GDPR and vulnerability, and strike the right balance between human experience and data.

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Stay up to date

Vulnerability has never been higher on the agenda for creditors across sectors – to keep up to date with the latest research, guidance, our training and consultancy offering and developments in policy and practice affecting customers in vulnerable circumstances subscribe to Vulnerability Matters.

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