Money Advice Trust has published new guidance on what support can firms give disabled consumers and people in vulnerable situations.
It says that while essential services – like banking, energy, water, broadband, and delivery – are vital to everyday life, millions of consumers face avoidable barriers when trying to access and use them.
The new guide identifies over 100 different types of support that disabled and vulnerable consumers may need, from how firms communicate to how they deliver services. Rather than prescribing which support needs firms must meet, the guide serves as a starting point, offering a practical resource for organisations to learn from, build upon, and improve their approach to supporting customers.
At its core, the guide is a call to action for firms to engage directly with customers, understand their needs, and design services that are inclusive, accessible, and make a practical difference.