HUNTSWOOD_RCX_OnBLACK 1
  • Capabilities

    Capabilities

    Huntswood’s suite of client services provide the people, processes and technologies your business needs to succeed, all supported by advisory expertise

    • Complaints excellence
    • Customer contact centres
    • Offshore customer support services
    • Recruitment process outsourcing
    • Past business review and remediation
    • Customer servicing
    • Operational resilience and continuity
    • Regulatory risk and assurance
    • Advisory services
    • Resourcing and recruitment
    • Outsourcing
    Linkedin
    Complaints

    Complaints Outlook 2024

    Our latest Complaints Outlook research report provides your firm with actionable insight for every stage of the complaints journey

    Learn More
  • Industries

    Industries​

    We help clients transform their business to drive better customer, compliance and commercial outcomes

    • Financial services
    • Utilities​
    Linkedin
    Hunstwood

    We are Huntswood

    Learn more about Huntswood’s experience, high quality resource and bespoke solutions.

    Learn More
  • Company

    Company

    • Contact us
    • Media centre
    • Life at Huntswood
    • Environmental, social and governance
    • ResultsCX

    About Huntswood

    • About us
    • Our leadership team
    • Our client relationship directors
    • Our partners

    Off Payroll (IR35) Working

    • Off payroll (IR35) working - FAQs for clients
    • Off payroll (IR35) working - FAQs for associates

    Policies and Reports

    • Modern slavery statement
    • Huntswood tax strategy
    • Covid-19 workplace risk assessment
    • CXP gender pay gap
  • Insights

    Stay informed. Stay ahead.

    • All
    • Articles
    • Case studies
    • Regulatory updates
    • Whitepapers
    • Infographics
    • Videos and podcasts
    Linkedin

    Business outcomes
    that underpin your growth

    Watch video
  • ResultsCX
Recruitment

Vulnerable customers

Identify and protect customers in vulnerable circumstances

Talk to an expert

Doing what’s right for the customers

Regulators across just about every sector we are engaged in have made ‘vulnerable customer’ policy a priority and will continue to do so for the foreseeable future.

Ensuring that customers in vulnerable circumstances are protected and receive fair outcomes is not just a regulatory requirement, it’s a moral duty for firms supplying essential products and services. Doing your part for vulnerable customers also leads to continued customer advocacy and loyalty among customers.

But identifying customers in vulnerable circumstances – and taking action to support them – is not a simple matter. “Vulnerability” can be a permanent state (resulting from disability, for example) but it can also be a temporary state caused by one of life’s many challenges.

A proven track record

Huntswood has a long history in delivering projects that deliver fair outcomes for vulnerable customers. Our advisory expertise and operational finesse allow us to ensure that all of your customers receive the best service possible.

Huntswood can help your firm write the policies and governance strategy that underpin your approach to supporting customers in vulnerable circumstances. We then embed the systems and resource needed to monitor, respond to and protect those who most need it.

Affordability and responsible lending

Getting the balance right and ensuring you are delivering the best possible outcomes for your business and your customers
Learn More

Remote working

In today’s world, it is imperative that businesses are able to operate remotely. We provide clients with remote resource solutions that are optimised and secure without sacrificing operational excellence.
View our recruitment site

Self-assessment

How does your firm stack up to the industry average? Are you delivering fair outcomes? How would you rate your ability to detect signs of vulnerability?

Use the Huntswood self-assessment tool to benchmark your firm’s performance today. It’s free, secure and simple to complete.
Use Our Self Assesment Tool

Vulnerability framework

Firms must ask themselves how they will ensure effective delivery of suitable outcomes in a way that engages senior management, is aligned to strategy, culture and business model, is tailored to the firm’s customers and ensures that the key benefits are delivered.

We can provide assurance on your firm’s vulnerability framework, and even support in the creation of a whole new strategy that will be fit-for-purpose for years to come.

Fair treatment of customers in vulnerable circumstances

Improve the way your firm handles customer vulnerability
Download Whitepaper

Latest insights

Consumer Credit Act (CCA) Reform – Phase 1 Consultation (May 2025):

Regulatory Update

May 20, 2025

Vulnerability in 2025

Whitepaper

April 22, 2025

Complaints calculator

Article

March 24, 2025

FCA releases its review on the treatment of vulnerable customers

Article

March 23, 2025

A road less travelled: assessing your remediation approach

Article

March 23, 2025

Ongoing advice and the FCA – firms must continue to prepare

Article

March 23, 2025

Consumer duty in 2025

Article

February 27, 2025

FCA issues new guidance to support bereaved customers

Article

December 23, 2024

Sign up for regular insights

Keeping up-to-date with the latest industry topics and regulatory issues can be quite time-consuming! 

Thankfully, our regulatory experts are here to help you stay on top of it all. Fill in the short form below to receive a monthly round-up of our insight, news and analysis. 

    Home
    About us
    Insights
    Contact us
    ResultsCX
    Privacy Policy
    Cookies
    Terms and Conditions
    Modern Slavery Statement
    Carbon Reduction Plan
    Promotion of Access to Information Act (PAIA)

    ©2025 All Rights Reserved. Huntswood. A ResultsCX Company.

    Privacy Policy
    Cookies
    Terms and Conditions
    Modern Slavery Statement
    Carbon Reduction Plan
    Promotion of Access to Information Act (PAIA)