Complaint handling and consumers in vulnerable circumstances, 12 October 2016

Professor Cosmo Graham (University of Leicester)

This is preliminary research on the handling of complaints by consumers in vulnerable circumstances in the energy and financial services sectors.  The background is the development of a new approach to vulnerability by regulators which is broader, dynamic and multi-factorial.  The aim of the research is to see if, and how, this new approach has been used in the context of complaint handling. The paper sets out the arrangements for handling complaints in these two sectors and reports the results of some brief interviews with relevant actors.

Professor Cosmo Graham

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