Vulnerable Customer

Vulnerability describes a person's circumstance - which can affect anybody and change over time.

Happy Old Man

"Nearly 1 in 5 people in the UK have a registered disability"

(that's nearly 14 million people)

The ability to access services can be affected by factors such as age, disability, income or geographical location.  It is not always obvious to spot a vulnerable customer.  Unexpected life events such as bereavement, illness or job loss can temporarily reduce people’s circumstances or ability to participate in society and increase their dependence on certain services.

Did you know?

  • Over 1 in 5 people in UK reported a disability in 2016/17​ - that's nearly 14 million people.

  • In the UK, there are almost 2 million people living with sight loss. Of these, around 360,000 are registered as blind or partially sighted (NHS, 2018).

  • 45% of state pension age people have some form of disability (working age adults are reported at 19%).

  • 25 per cent of disabled adults have never used the internet, compared to just 6 per cent of non-disabled adults 

Find more vulnerable customer stats here.

Why this is relevant to your organisation

Being able to support people with vulnerabilities will give you access to a much wider customer and staff pool:

  • Known as The Purple Pound - the economic power of people with disabilities and their families is valued at £249 bn in the UK and some £8 trillion worldwide.

  • By 2030, 27% of the UK population will be aged over 60 - with an increasingly competitive marketplace, organisations that are not geared to serve this demographic will face an insecure future.

  • Most industry regulators now have a requirement for organisations to demonstrate they are actively addressing the needs of their vulnerable customers, failing to do so can result in fines, legal sanctions and potential irreparable damage to brand.


Find more CSR stats here.

Private and public organisations have a key role to play in creating a socially inclusive world - age, disability or additional need should not be a barrier to participation.  The Harris & Saunders Consulting model promotes transformation from within the organisation.  Through identification and education, we change the way teams understand the challenges faced by people with additional needs.  We help you empower your people to make real changes to the way they work. 

By changing perception and behaviours within your organisation you can start making a positive impact on your customers, staff and communities today.