In the UK, banks and essential services must offer support to their vulnerable customers, but who even counts as vulnerable? It is just about age, mental and physical health, and disabilities? What about victims of abuse? Or people with addictions? And what support should vulnerable customers expect? Bristol University researcher, Chris Fitch, explains.

We also discussed how people react to the word 'vulnerable' and what that means when you're trying to influence a sector like financial services to do right by everyone, not just the fashionable 'deserving' causes.

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