Our dedication has been recognised through the Leadership in Addressing Vulnerable Customers’ Needs award at the inaugural Consumer Duty Leadership Awards. This accolade highlights our proactive approach in not just meeting regulatory expectations, but exceeding them—ensuring that vulnerability is understood, acknowledged, and acted upon meaningfully.

We partner with leading charities like Dementia UK, Cruse Bereavement Support, and the Royal National Institute of Blind People (RNIB), leveraging their expertise to develop solutions that directly address the challenges faced by vulnerable customers. These collaborations ensure we are well-equipped to provide the right support where it’s needed most.

In September 2024, we hosted our first-ever Vulnerable Customer Forum at our Milton Keynes headquarters. The event brought together representatives from charities like Cruse Bereavement Support and Headway, sparking essential discussions on how businesses can better support customers in vulnerable situations. One key takeaway was the importance of empathy and training—values that are central to our approach.

We’ve implemented comprehensive training for our board members and frontline staff, ensuring they can identify vulnerability and provide the appropriate support. Additionally, we’ve integrated AI-driven monitoring systems to detect potential vulnerabilities early, allowing us to intervene proactively. On a practical level, we’ve enhanced our product offerings, including premium holidays for customers facing financial hardship and increased mental health-related claim benefits to provide tangible support.

We continue to strengthen our efforts by expanding partnerships with organisations like RNID, StepChange, and Samaritans. As Mike Laird, our Head of Risk, has highlighted, this work has driven a profound cultural shift within Personal Group—one that ensures the customer’s perspective is at the forefront of every decision we make. Our goal isn’t just to meet the Consumer Duty requirements—it’s to set the standard for best practice in the industry. We are committed to constantly evolving, learning, and improving to ensure we deliver exceptional support to all our customers, especially those who need it most.

To gain deeper insights into our approach, read our interview with Mike Laird, Head of Risk at Personal Group. Mike shares how we are aligning with Consumer Duty regulations and enhancing our support for vulnerable customers. He discusses the cultural shift within the company, the importance of early vulnerability identification, and how customer feedback helps us continuously improve our services.
 

Check out the full interview here: Q&A with Mike Laird, Head of Risk.