Research on Consumer Vulnerability

Centre for Consumers and Essential Services (CCES) investigate how regulators deal with consumer vulnerability.

Consumer Futures commissioned the Centre for Consumers and Essential Services (CCES) to consider specifically how four regulators of essential services are addressing consumer vulnerability, namely, Ofcom, Ofgem, Ofwat and the Financial Conduct Authority (FCA). This aim of this research was to explore the regulators’ approaches to consumer vulnerability and how these have developed given the different contexts in which they operate what they are seeking to do and the issues they face, with the aim of learning from their different experiences.

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