Vulnerable Customers

Supporting your clients in difficult times

A life changing event can happen to anyone, which could make them vulnerable. In difficult times people need more help and support, so they’re not disadvantaged. We’ll help you support your clients, to make sure they get the help they need.  

How common is it for someone to be vulnerable?

  • 47% of people aged 75 or over have a long term physical or mental health condition
  • In England, 1 in 4 will go through a mental health problem of some kind each year. And 1 in 6 will report a common health problem (such as anxiety or depression) in any given week
  • In the UK, 14 million people (22%) live in low income households
  • 22% of people in the UK have some form of disability
  • 12 million people in the UK are aged 65 or over
  • According to Macmillan, 2.5 million people in the UK are living with cancer
Based on data from and the CMA study on consumer vulnerability


How does this impact the customer?


It can be hard for them to manage their finances, especially when dealing with service providers. It can feel overwhelming, or they prefer the stability of staying with their current provider. Because of this, vulnerable customers are more likely to:

  • Find it hard to open a new account
  • Stay with their current provider, rather than shop around – even if they knew they could get a better deal
  • Struggle if the way their account looks or operates changes, or if there’s a problem with the service they receive

Based on research from the Money and Mental Health Policy Institute.

How we can help you

As part of our Growth Series, we’ve recorded a podcast to help you support your clients. If you’d like more information, please get in touch

See also our Vulnerable Customer Policy. (Accord Mortgage Ltd is a subsidiary of Yorkshire Building Society, The Vulnerable Customer Policy applies to all brands within the Yorkshire Building Society (YBS).)