Fiona Hoyle, Head of Consumer and Mortgage Finance at the Finance and Leasing Association said:

“Our members take the issue of vulnerability very seriously. This research project should complement the material we are already compiling to help FLA members improve staff training and customer outcomes.”

Richard Koch, Head of Policy, The UK Cards Association said:

“It is helpful that the work will be taken forward collaboratively with the industry to develop solutions to emerging problems and recurrent difficulties. Chris Fitch has a record of developing highly practical guidance describing how to translate principles into practical frontline action that benefits the customer, the sector, and wider society.”

Chris Fitch from the Personal Finance Research Centre at Bristol University, added:

“This is more than another initiative on vulnerability. We are going to be engaging with hundreds of frontline staff on the challenges they are dealing with, talking with the industry on the changes they want to see happen, and then working with all stakeholders to develop practical solutions to these challenges. Our aim is to avoid re-stating the obvious, and to instead develop tools which staff can use to help change customers’ lives for the better”.