Vulnerable consumers
Building on the Panel’s previous publication on the internationally recognised consumer principles, this guide is designed to help practitioners and regulatory bodies apply those principles when designing services to meet the needs of consumers at risk of vulnerability.
The guide discusses how we define vulnerability, how we should identify vulnerable risk factors, the different and varying degrees of vulnerability, and explores the significance of the power imbalance between practitioner and client.
Finally, the guide poses questions for regulators, service providers/firms and the SLCC and other complaint handling bodies to self-assess their effectiveness in dealing with consumers at risk of vulnerability.
All of us have the potential to be vulnerable because of particular characteristics or the circumstances you find yourself in such as moving house or getting a divorce. It's easy to feel vulnerable when we are in a situation where we feel like we have little control or like some one else holds the power. That's often the case when someone needs legal advice so it's really important that law firms think about how they provide effective services for vulnerable consumers. The SLCC consumers panel guide on consumers at risk of vulnerability can help for further information go to our website or social media channels