Banks ordered to treat vulnerable customers with empathy
Banks too often treat vulnerable customers badly, resulting in distress and over-charging as well as heartache for their relatives, according to a new industry study seen by the Telegraph.
Finance firms have been ordered to re-train their staff so they identify when a customer is vulnerable and needs more help, and to show more empathy to people in difficult situations.
Customers with serious illnesses, mental health problems and learning difficulties, as well as their families and the recently bereaved, can have trouble accessing banking services properly, according to the report from the Vulnerability Taskforce, a group set up by the British Bankers' Association (BBA) and several other finance industry groups.
