Posted: 7th December 2023

Using data gathered while undertaking research for our Complaints Outlook 2022 report, we have taken a critical look at vulnerable customers, in particular their complaint journeys, and how they compare to the wider population.

Our paper uncovers the scale of vulnerabilities and the emotional impact complaint journeys have on vulnerable customers. We look in detail at factors such as being treated with respect, or how difficult it was to complain, and how these affect vulnerable customers and the resulting impact on retention.

Download the report now and read our best practice recommendations.



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Emma Mitchell


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