14 November 2024
This guideline outlines good industry practice for how banks can take extra care with customers experiencing vulnerability.
It explains:
• what vulnerability can look like,
• how a bank may recognise that a customer is experiencing vulnerability and identify their needs,
• what personal information is appropriate and permissible to record to enable the bank to provide the customer with extra care, and
• what steps a bank should take to try to assist a customer experiencing vulnerability avoid or minimise harm.
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