WIREDGOV

With consumers of all types and in all corners of the UK facing a rising tide of scams, Business Companion – a free service provided by CTSI on behalf of the Department for Business, Energy and Industrial Strategy – has published a new Business in Focus guidance to help businesses identify and assist vulnerable consumers.

‘Consumer vulnerability: A guide to identifying consumers who may be vulnerable’ consists of practical information and guidance designed to help staff spot consumers who may be at risk of being treated unfairly.

It outlines the reasons why a consumer may find themselves in a vulnerable situation, explains the different types of vulnerability, and provides useful resources such as a checklist to make sure such consumers are given support.

CTSI Lead Officer for Consumer Advice and Education, and Head of the National Trading Standards Scams Team, Louise Baxter, wrote the guidance. “There needs to be more of a push for businesses to help to identify vulnerability, to ensure that people get a fair deal, whatever they’re doing. More people are likely to be vulnerable because of the lockdowns and potentially the mental health pandemic we’re going to get after that.”

One of the main focuses of the guidance is explaining how vulnerability is something that can apply to everyone at different times, as a result either of their personal circumstances, or the context of the market in which they are making a purchasing decision.

As Baxter explained: “There’s situational vulnerability; you could be vulnerable to falling for a scam due to bereavement, which more people are going to be struggling with, or loss of financial status. There’s also marketplace vulnerability. We’re expecting people to go ‘from bricks to clicks’ overnight, but with no training or education on how to shop safely.”

To view and download the guidance and accompanying checklist visit: https://www.businesscompanion.info/focus/consumer-vulnerability