The Difficult Investment Case: Effectively Managing Consumer Vulnerability and Affordability

The focus on fairer treatment and achieving the right outcome for indebted consumers has undoubtedly made big strides over the last 5 years, notably since the inception of the FCA. But making investments that can drive further improvement can be challenging for businesses to buy into not least because of the constant pressure on costs. It's now more important than ever to optimise how indebted consumers needing support are identified and treated.