Business in Focus

Consumer vulnerability

A guide to identifying consumer vulnerability

Please note that this guide does not yet reflect the changes made by the Digital Markets, Competition and Consumers Act 2024; it will be updated in due course

Listen to this guide:

Introduction
The background to consumer vulnerability
1. Types of vulnerability
The two types of vulnerability
2. Understanding vulnerability
Why we must understand our consumers' vulnerability
3. Things to consider
Things you may wish to do to support consumer vulnerability
4. Checklist
Checklist for businesses to understand how to recognise and support consumer vulnerability
5. A new international standard
Guidance to help organisations identify consumer vulnerability
Legislation
The laws featured in this guide