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Tackling consumer vulnerability in energy and banking: towards a new approach

journal contribution
posted on 04.04.2018, 14:56 by Cosmo Graham
This article examines the new approach to vulnerability developed by Ofgem and the Financial Conduct Authority to see whether it has been implemented at company level and had an impact on the ombudsman. It sets out the context within which this approach has been developed and then looks at its implementation through two case studies. The main lesson from these case studies is that establishing a broad concept of vulnerability, as has been argued for in the academic literature, is just a first step. Operationalising the concept presents major challenges especially in the context of systems dealing with large numbers of consumers.

History

Citation

Journal of Social Welfare and Family Law, 2018

Author affiliation

/Organisation/COLLEGE OF SOCIAL SCIENCES, ARTS AND HUMANITIES/Leicester Law School

Version

AM (Accepted Manuscript)

Published in

Journal of Social Welfare and Family Law

Publisher

Taylor & Francis

issn

0964-9069

eissn

1469-9621

Copyright date

2018

Available date

13/03/2019

Publisher version

https://www.tandfonline.com/doi/full/10.1080/09649069.2018.1444572

Notes

The file associated with this record is under embargo until 12 months after publication, in accordance with the publisher's self-archiving policy. The full text may be available through the publisher links provided above.

Language

en

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